Key Responsibilities: Operational Responsibilities:

<ul>
<li>Supervise and support daily Front Office operations including reception, reservations, cashiering, and guest service functions.</li>
</ul>

<ul>
<li style="text-align:left;">Ensure check-in, check-out, and room assignment processes are handled smoothly and efficiently.</li>
</ul>

<ul>
<li style="text-align:left;">Oversee daily room allocation, VIP arrivals, and group check-ins ensuring brand standards are maintained.</li>
</ul>

<ul>
<li style="text-align:left;">Monitor and maintain accuracy in guest billing and payment procedures.</li>
</ul>

<ul>
<li style="text-align:left;">Ensure guest preferences and IHG Rewards Club member benefits are recognized and delivered consistently.</li>
</ul>

<ul>
<li style="text-align:left;">Handle guest complaints or issues promptly and effectively, ensuring positive outcomes.</li>
</ul>

<ul>
<li style="text-align:left;">Coordinate with Housekeeping, Maintenance, and other departments to ensure seamless guest service.</li>
</ul>

<ul>
<li style="text-align:left;">Assist with Night Audit operations when required and ensure accurate reporting.</li>
</ul>

Leadership &amp; Team Management:

<ul>
<li style="text-align:left;">Lead, motivate, and train Guest Service Associates, Duty Managers, and other Front Office team members.</li>
</ul>

<ul>
<li style="text-align:left;">Conduct daily briefings to communicate operational updates, VIP movements, and service priorities.</li>
</ul>

<ul>
<li style="text-align:left;">Support scheduling, performance evaluations, and coaching to ensure productivity and engagement.</li>
</ul>

<ul>
<li style="text-align:left;">Foster a culture of teamwork, professionalism, and True Hospitality.</li>
</ul>

<ul>
<li style="text-align:left;">Ensure grooming, uniform, and conduct standards are consistently followed.</li>
</ul>

Guest Experience:

<ul>
<li style="text-align:left;">Promote a welcoming, friendly, and efficient service environment at all times.</li>
</ul>

<ul>
<li style="text-align:left;">Anticipate guest needs and ensure personalized service to enhance guest satisfaction.</li>
</ul>

<ul>
<li>Monitor guest feedback through platforms (such as Medallia, SALT, and IHG HeartBeat) and drive service improvement actions.</li>
</ul>

<ul>
<li style="text-align:left;">Ensure prompt follow-up on guest reviews, complaints, and suggestions.</li>
</ul>

Administration &amp; Reporting:

<ul>
<li>Assist the Front Office Manager in preparing reports such as occupancy, revenue, and daily operations summaries.</li>
</ul>

<ul>
<li style="text-align:left;">Support in monitoring departmental expenses, payroll, and cost controls.</li>
</ul>

<ul>
<li style="text-align:left;">Maintain system data accuracy (Opera or similar PMS).</li>
</ul>

<ul>
<li style="text-align:left;">Assist in ensuring compliance with IHG brand audit standards and local regulations.</li>
</ul>

Health, Safety &amp; Security:

<ul>
<li style="text-align:left;">Ensure compliance with all hotel safety, security, and emergency procedures.</li>
</ul>

<ul>
<li style="text-align:left;">Train team members on fire safety, first aid, and evacuation protocols.</li>
</ul>

<ul>
<li style="text-align:left;">Report any suspicious activities, accidents, or incidents immediately. </li>
</ul>

Front Office Manager in Gurugram (UID-15346)

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Job Description for Front Office Manager

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