Front Office Manager

Job Description

We are seeking a dynamic and experienced Front Office Manager to lead our front office operations in ibis Styles Mysuru, India. This is a pivotal leadership position where you will oversee the daily operations of the Front Office, Concierge, and Night Audit teams, ensuring that our guests receive exceptional service while maintaining high performance standards, profitability, and brand excellence. As a Front Office Manager, you will be instrumental in creating a welcoming environment, driving operational efficiency, and fostering a culture of continuous improvement within your team.

• Lead and manage the day-to-day operations of the Front Office, Concierge, and Night Audit departments to ensure seamless and efficient service delivery
• Supervise, schedule, train, and develop front office staff to maintain high performance standards, engagement levels, and consistent service excellence
• Implement and monitor hotel service protocols to ensure brand standards are consistently delivered across all guest interactions, check-in/check-out procedures, and guest communications
• Address and resolve guest feedback, complaints, and service issues with professionalism, empathy, and a commitment to guest satisfaction
• Analyze operational metrics, manage departmental budgets, and control costs while ensuring adherence to revenue, labor, and operational expense targets
• Develop and execute strategic initiatives for continuous improvement, forecasting, and operational optimization
• Collaborate with other departments to coordinate hotel services and enhance the overall guest experience
• Maintain transparent communication with senior management regarding operational performance, challenges, and opportunities
• Ensure compliance with hotel policies, procedures, and safety standards across all front office functions
• Demonstrate flexibility to work various shifts, including evenings, weekends, and public holidays as required

Qualifications

• Minimum 4+ years of progressive experience in a managerial or supervisory role within hotel operations, front office management, or hospitality management
• Proven expertise in Front Office, Reservations, or Rooms Division operations
• Advanced proficiency with hotel management software systems (e.g., Opera Cloud) and MS Office applications
• Excellent communication, interpersonal, and organizational skills with the ability to interact effectively with guests and staff at all levels
• Strong analytical and problem-solving abilities with demonstrated capacity to handle challenging situations with composure and professionalism
• Proven leadership and people management skills with the ability to motivate, train, develop, and inspire a diverse team
• Strategic planning and forecasting capabilities with experience in budget management and cost control
• In-depth knowledge of hotel service standards, brand guidelines, and guest relations best practices
• Strong time management skills and ability to prioritize multiple tasks in a fast-paced environment
• Proficiency in conflict resolution and guest complaint management
• Experience with shift management, scheduling, and operational planning
• Ability to work flexible schedules, including evenings, weekends, and public holidays
• Preferred: Hospitality management certification or relevant professional qualification
• Preferred: Experience in a multi-property or chain hotel environment