Front Office Manager

Mercure Lucknow GOMTI NAGAR Front Office Manager

• Oversee the daily operations of the Front Office department, ensuring smooth functioning and exceptional guest service.

• Manage and motivate front office team members, providing guidance, support, and leadership to achieve departmental goals.

• Ensure efficient check-in and check-out procedures, maintaining high standards of guest satisfaction and service excellence.

• Handle guest inquiries, complaints, feedback, and special requests promptly and professionally.

• Coordinate with Housekeeping, Food & Beverage, Engineering, and other departments to ensure seamless guest experiences.

• Monitor room availability, occupancy levels, room allocation, and inventory to maximize operational efficiency and revenue.

• Ensure accurate guest registration, billing, cashiering, and settlement procedures in accordance with hotel policies.

• Implement and maintain Front Office standard operating procedures (SOPs), ensuring compliance with hotel standards and brand guidelines.

• Supervise reservations, room assignments, guest profiles, and VIP arrangements to ensure personalized guest service.

• Conduct regular inspections of the Front Office and guest-facing areas to maintain cleanliness, presentation, and service standards.

• Prepare and analyze daily operational reports, occupancy reports, revenue statistics, guest feedback, and departmental performance reports.

• Assist in recruiting, training, coaching, and evaluating Front Office team members to enhance their skills and performance.

• Monitor guest satisfaction scores and implement corrective actions to improve service quality and guest experience.

• Ensure proper handling of guest complaints, billing discrepancies, and service recovery situations.

• Coordinate with the Sales and Revenue Management teams to support room revenue optimization and achieve occupancy targets.

• Ensure the confidentiality and security of guest information, hotel records, cash, and other sensitive documents.

• Monitor departmental expenses and ensure the effective utilization of resources while maintaining service quality.

• Ensure compliance with hotel safety, security, emergency response, and guest privacy procedures.

• Conduct regular briefings and departmental meetings to communicate operational updates, guest requirements, and performance expectations.

• Collaborate with the management team to develop and implement strategies that enhance guest satisfaction, operational efficiency, and overall hotel performance.

Qualifications

• •Hotel Management Degree / Diploma or any other equivalent qualification.

• •Proven experience in a supervisory role within the hospitality industry. Strong knowledge of hotel operations and industry standards.

• •Total 5-7Years of experience in Front Office operation.

• Additional Information

• •Employee benefit card offering discounted rates at Accor hotels worldwide.

• •Develop your talent through Accor’s learning programs.

• •Opportunity to grow within your property and across the world!

• •Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social, and Governance (ESG) activities.

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