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Job Description – Front Office Manager (Z Hotels, Mumbai)Own the First Impression. Elevate Guest Experience. Lead the Front-line.Company Name: ZoloStaysBusiness Unit: Z Hotels by ZoloStaysDesignation: Front Office ManagerEmployment Type: Full-timeExperience Required: 5-7 years in OperationsAbout ZoloStays – Why We ExistZolo exists because living away from home should not feel like a struggle. Whether it’s 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 BelieveWe believe:Excellence is a standard, not a milestone — we don’t settle for “working” when we know what “great” looks likeConsistency creates trust — quality matters only when it shows up every dayIdeas matter only when execution is deep and sustainedStandards live through ownership and accountabilityAbout Z Hotels – The Frontline You’ll LeadZ Hotels is Zolo’s 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 satisfactionService perceptionBrand trustThis is where your leadership directly shapes guest experience.What’s in It for You — Read This Before Anything ElseThis role gives you:Ownership of the most critical guest-facing function in the hotelDirect impact on guest satisfaction, reviews, and repeat businessLeadership responsibility over a high-visibility teamExposure to revenue, operations, and customer experience togetherA growth path → Operations Manager → Hotel ManagerA high-ownership culture where service excellence defines successIf you believe great hospitality starts at the front desk — this role is built for you.Role Overview – What This Role Is Really AboutPicture 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 expectationsHandle guest concerns, complaints, and special requests with speed and ownershipManage VIP arrivals and departures with personalized attentionLead, train, and mentor front office staff to deliver high service standardsConduct performance reviews and provide continuous feedbackBuild a positive, motivated, and collaborative team environmentOversee daily front office operations including check-ins, check-outs, and reservationsEnsure adherence to SOPs, safety protocols, and brand standardsDrive operational efficiency to ensure smooth workflowCollaborate with reservations and sales teams to maximize occupancy and revenueIdentify upselling opportunities through room categories, packages, and servicesPrepare and manage departmental reports including occupancy, revenue, and guest feedbackEnsure accuracy in billing, settlements, and guest accountsOversee the effective use of PMS systems (Opera, IDS, or equivalent)Train team members to use systems efficiently for smooth operationsAct as the key point of coordination between front office and other departmentsEnsure seamless communication with housekeeping, F&B, and support teamsTranslate guest preferences into personalized experiencesWhy This Role Matters (Your Day-to-Day Impact)(Read this carefully.)Your decisions impact:How guests feel the moment they enter the hotelHow smoothly operations run at the front deskHow well guest issues are resolvedHow strong the hotel’s reviews and reputation becomeHow effectively revenue opportunities are capturedYour success = better guest experiences + stronger brand perception + higher revenue realizationWho Can Apply — Read & Self-SelectAsk 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 tasksIf most answers are yes → apply.If not → this role may not be the right fit yet.Your Future HereIf you succeed here:You don’t 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.