Front Office Manager

Job Description Front Office Manager (Z Hotels, Mumbai)

Own the First Impression. Elevate Guest Experience. Lead the Front-line.

Company Name: ZoloStays

Business Unit: Z Hotels by ZoloStays

Designation: Front Office Manager

Employment Type: Full-time

Experience Required: 5-7 years in Operations

About ZoloStays Why We Exist

Zolo exists because living away from home should not feel like a struggle. Whether its a student stepping into a new city, a young professional building a career, or a traveler seeking comfort every individual deserves dignity, warmth, and thoughtfully run spaces.

Across co-living, hotels, student housing, and vacations, Zolo has built one of the most diverse and high-quality living and hospitality platforms in the country. What sets us apart is not ambition or scale it is our commitment to delivering quality consistently.

We are here to create human-first hospitality experiences where safety is felt, service is genuine, and needs are addressed before they turn into complaints.

What We Believe

We believe:

Excellence is a standard, not a milestone we dont settle for working when we know what great looks like

Consistency creates trust quality matters only when it shows up every day

Ideas matter only when execution is deep and sustained

Standards live through ownership and accountability

About Z Hotels The Frontline Youll Lead

Z Hotels is Zolos fast-growing hospitality vertical focused on delivering reliable, high-quality, and consistent hotel experiences.

The front office is where the brand comes alive.

It is the first interaction.

The lasting impression.

In a high-energy market like Mumbai, the front office defines:

Guest satisfaction

Service perception

Brand trust

This is where your leadership directly shapes guest experience.

Whats in It for You Read This Before Anything Else

This role gives you:

Ownership of the most critical guest-facing function in the hotel

Direct impact on guest satisfaction, reviews, and repeat business

Leadership responsibility over a high-visibility team

Exposure to revenue, operations, and customer experience together

A growth path Operations Manager Hotel Manager

A high-ownership culture where service excellence defines success

If you believe great hospitality starts at the front desk this role is built for you.

Role Overview What This Role Is Really About

Picture this:

Guests walking in with expectations.

Front desk handling check-ins.

Calls, requests, escalations happening in real-time.

And every interaction matters.

This role is not just managing a desk.

It is owning the entire guest journey from arrival to departure ensuring every interaction reflects excellence.

What You Will Practically Do Every Day (So You Can Picture the Job)

• Ensure all guest interactions are courteous, professional, and exceed expectations
• Handle guest concerns, complaints, and special requests with speed and ownership
• Manage VIP arrivals and departures with personalized attention
• Lead, train, and mentor front office staff to deliver high service standards
• Conduct performance reviews and provide continuous feedback
• Build a positive, motivated, and collaborative team environment
• Oversee daily front office operations including check-ins, check-outs, and reservations
• Ensure adherence to SOPs, safety protocols, and brand standards
• Drive operational efficiency to ensure smooth workflow
• Collaborate with reservations and sales teams to maximize occupancy and revenue
• Identify upselling opportunities through room categories, packages, and services
• Prepare and manage departmental reports including occupancy, revenue, and guest feedback
• Ensure accuracy in billing, settlements, and guest accounts
• Oversee the effective use of PMS systems (Opera, IDS, or equivalent)
• Train team members to use systems efficiently for smooth operations
• Act as the key point of coordination between front office and other departments
• Ensure seamless communication with housekeeping, F&B, and support teams
• Translate guest preferences into personalized experiences

Why This Role Matters (Your Day-to-Day Impact)

(Read this carefully.)

Your decisions impact:

How guests feel the moment they enter the hotel

How smoothly operations run at the front desk

How well guest issues are resolved

How strong the hotels reviews and reputation become

How effectively revenue opportunities are captured

Your success = better guest experiences + stronger brand perception + higher revenue realization

Who Can Apply Read & Self-Select

Ask yourself:

I have handled operations

I am comfortable managing escalations and service recovery

I can lead and motivate teams effectively

I understand both guest experience and operational efficiency

I take ownership of outcomes, not just tasks

If most answers are yes apply.

If not this role may not be the right fit yet.

Your Future Here

If you succeed here:

You dont just manage a desk you define the guest experience.

You learn how service, operations, and revenue intersect.

You grow into leading full hotel operations and larger hospitality portfolios.

If this feels right Apply Now.