Orchha Palace and Resorts
Website:
orchhapalace.com
Job details:
Job Description – Front Office HOD (Head of Department)Position
Front Office HOD / Front Office Manager
Department
Front Office
Reporting To
General Manager / Operations Head
Job Summary
The Front Office HOD is responsible for managing the entire front office operations of the hotel, ensuring excellent guest service, smooth check-ins and check-outs, revenue optimization, team supervision, and maintaining hotel standards. The role requires strong leadership, communication, and operational management skills.
Key ResponsibilitiesOperational Responsibilities
- Oversee daily front office operations including reception, reservations, concierge, bell desk, and guest relations.
- Ensure smooth check-in and check-out process for all guests.
- Maintain high standards of hospitality and guest satisfaction.
- Handle VIP arrivals, group check-ins, and special guest requirements.
- Ensure proper room allocation and coordination with housekeeping.
- Monitor room inventory, occupancy, and revenue generation.
- Resolve guest complaints and escalations professionally.
- Ensure adherence to SOPs, hotel policies, and service standards.
- Maintain proper grooming and discipline within the department.
- Coordinate with all departments for smooth hotel operations.
Team Management
- Supervise and lead front office staff including receptionists, GREs, bell desk, and reservation team.
- Prepare duty rosters, shift schedules, and manpower planning.
- Conduct staff training and performance evaluations.
- Motivate team members to achieve service excellence.
- Ensure proper attendance and discipline management.
Financial Responsibilities
- Monitor daily room revenue and upselling opportunities.
- Ensure accuracy in billing, cash handling, and night audit procedures.
- Control operational expenses within the department budget.
- Prepare departmental reports and MIS reports.
Guest Service Responsibilities
- Ensure excellent guest experience at all touchpoints.
- Build strong guest relationships and handle feedback effectively.
- Monitor online guest reviews and improve service quality.
- Maintain hospitality standards as per hotel policies.
Administrative Responsibilities
- Maintain departmental records and reports.
- Ensure compliance with legal documentation requirements.
- Coordinate with HR for recruitment and training requirements.
- Conduct departmental meetings regularly.
Required Skills
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Guest handling and problem-solving ability
- Knowledge of hotel PMS software
- Revenue and reservation management knowledge
- Ability to work under pressure
- Good coordination and multitasking skills
Qualification
- Graduate / Hotel Management Degree or Diploma preferred
Experience
- Minimum 5–8 years of experience in Front Office operations
- At least 2–3 years in managerial role preferred
Preferred Industry
- Hotels / Resorts / Hospitality Industry
Salary Range
- As per industry standards and experience
Working Conditions
- Rotational shifts
- Weekends and holidays operational duty applicable
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