Title:  Front Office Manager

About IHCL

Indian Hotels Company Limited (IHCL) is a part of the Tata Group and is one of South Asia's largest and most iconic hospitality companies. With a legacy of over 120 years, we are dedicated to delivering exceptional experiences to our guests through our diverse portfolio of hotels, resorts, and palaces.

Careers at IHCL

At IHCL, we believe our employees are our greatest asset. We are committed to fostering a dynamic work environment that encourages innovation, collaboration, and personal growth. Join us in creating memorable experiences and shaping the future of hospitality. Explore exciting career opportunities with us and be a part of a vibrant team that values passion, excellence, and diversity. 

Job Objective

To lead and manage front office operations of the hotel with the objective of delivering seamless customer service to maximize revenues and guest satisfaction within the limits of corporate guidelines and standards.

Essential Job Tasks

• Monitor allocation of rooms as per guest preferences. Interact with reservations to resolve problems like overbooking or duplicate reservations.
• Participate in strategy meetings, initiate action plans for the department to increase revenues incorporating upselling and cost control strategies. Prepare expense and revenue budgets based on previous year performance and propose budgets for the current year.
• Ensure that housekeeping is made aware of the arrival and departure pattern of the day and of other busy movements for future period.  
• Ensure adherence to standards by conducting process audits of SOPs.  Ensure that all team members are aware of the SOPs through random checks. Make changes in the process if required for better results or guest satisfaction, with approval from GM's if required.
• Set KRAs, analyze performance and provide relevant input for training programs.
• Review the quality of guest interactions by conducting random audits and analyzing customer feedback
• Conduct meetings with Accommodations Team (Front Office, Butler, Housekeeping, Laundry, Security, Systems, Horticulture, Engineering and Travel Desk). Discuss and resolve any issues related to product, process, people etc. Discuss and address gaps in guest complaint handling.
• Participate in strategy meetings, initiate action plans for the department to increase revenues incorporating upselling and cost control strategies. Prepare expense and revenue budgets based on previous year performance and propose budgets for the current year.
• Ensure compliance to audit norms and brief the team members about the same. Conduct regular audits to check the level of compliance and awareness. Take corrective action based on the audit findings. Review all records and log books and ensure compliance to standards.
• Plan and organise for VIP Movements and stay within the hotel. Review the quality of guest interactions by conducting random audits and analyzing customer feedback.

Areas of Responsibility

• Monitor allocation of rooms as per guest preferences. Interact with reservations to resolve problems like overbooking or duplicate reservations.
• Participate in strategy meetings, initiate action plans for the department to increase revenues incorporating upselling and cost control strategies. Prepare expense and revenue budgets based on previous year performance and propose budgets for the current year.
• Ensure that housekeeping is made aware of the arrival and departure pattern of the day and of other busy movements for future period.  
• Ensure adherence to standards by conducting process audits of SOPs.  Ensure that all team members are aware of the SOPs through random checks. Make changes in the process if required for better results or guest satisfaction, with approval from GM's if required.
• Set KRAs, analyze performance and provide relevant input for training programs.
• Review the quality of guest interactions by conducting random audits and analyzing customer feedback
• Conduct meetings with Accommodations Team (Front Office, Butler, Housekeeping, Laundry, Security, Systems, Horticulture, Engineering and Travel Desk). Discuss and resolve any issues related to product, process, people etc. Discuss and address gaps in guest complaint handling.
• Participate in strategy meetings, initiate action plans for the department to increase revenues incorporating upselling and cost control strategies. Prepare expense and revenue budgets based on previous year performance and propose budgets for the current year.
• Ensure compliance to audit norms and brief the team members about the same. Conduct regular audits to check the level of compliance and awareness. Take corrective action based on the audit findings. Review all records and log books and ensure compliance to standards.
• Plan and organise for VIP Movements and stay within the hotel. Review the quality of guest interactions by conducting random audits and analyzing customer feedback.

Required Qualifications

• Diploma / Degree in Hotel Management in Hospitality/Tourism/Hotel Management
• 7-8 years  
• Front Office procedural knowledge, room inventory management, revenue management, reservations procedures, financial acumen, cross-functional knowledge.

Result Orientation, Customer Focus, Interpersonal Skills, People Management, Decision Making

Work Experience

7-8 years experience in Front Office and currently working as FOM from last 3 years.

Languages Needed in Position

Hindi & English

Key Interfaces- External

Key Interfaces- Internal

Behavioural Competencies

Equal Opportunities Employment at IHCL

At IHCL, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, age, national origin, disability, or any other status protected by applicable law. We encourage all qualified individuals to apply and join our team, where every voice is valued and respected.