Front Office Manager

Grand Mercure Bengaluru at Gopalan Mall managed by Accor is located near the heart of Bengaluru with close proximity to major techparks and key commercial & residential bubbles 212 Modern & Lavish rooms including 29 one and two bedroom suites with private terrace 10 elegant meeting spaces including a quaint alfresco and open terrace that can cater from 20 - 400 guests.

Features an all-day dining restaurant, cafe & alfresco, a fitness
centre, spa, swimming pool, an entertainment zone, library
lounge, art gallery and business centre

THE POSITION

To manage the operations of Front Office by ensuring product and service quality standards are met.

KEY RESPONSIBILITIES

Guest Service & Operations

• Supervise all front office functions, ensuring guests receive prompt, personalized, and professional service.
• Oversee guest arrival and departure experience, giving priority attention to VIPs, repeat guests, and loyalty members.
• Maintain high standards in appearance, hygiene, and conduct across the department.
• Ensure daily accuracy of room inventory and manage upgrades and special requests.
• Handle system recovery procedures and interpret front office reports/statistics.

Team Leadership & Development

• Lead and motivate the Front Office team to achieve service excellence.
• Conduct regular departmental meetings and performance reviews.
• Support recruitment and onboarding in collaboration with T&C.
• Identify training needs and implement programs for continuous development.
• Provide coaching, guidance, and disciplinary support where necessary.

Financial & Strategic Management

• Drive occupancy, ADR, and revenue through effective room management and upselling techniques.
• Collaborate with the Finance team on budgeting, cost control, and forecasting.
• Monitor marketing efforts within the Front Office, ensuring alignment with brand strategies.
• Collaboration & Compliance
• Maintain strong interdepartmental relationships to enhance the guest journey.
• Conduct routine inspections to ensure upkeep of facilities and equipment.
• Ensure compliance with safety, security, and OH&S policies.
• Log incidents and maintain confidentiality of guest information at all times.

• Degree from School for Tourism & Hotel Management
• Minimum 6-7 years’ relevant experience with at least 3 year at a management level
• Proven ability to manage budgets and drive performance metrics.
• Fluent in English; knowledge of a second language is a plus