General Manager (GM)

Job Description :

• Provides overall leadership and strategic direction to the hotel.

• Ensures smooth functioning of all departments (Front Office, Housekeeping, F&B, Sales & Marketing, HR, Finance, Engineering, Security).

• Responsible for financial performance, budgets, and profitability.

• Establishes and maintains high standards of guest service.

• Builds and maintains relationships with guests, corporate clients, and stakeholders.

• Oversees recruitment, training, and staff motivation.

• Ensures compliance with statutory regulations, safety, and brand standards.

• Handles critical guest complaints and escalations.

• Represents the hotel in official events, media, and community relations.

Job Specification (JS):

• Qualification:

  • Bachelor’s or Master’s degree in Hotel Management / Hospitality Administration.

  • MBA or equivalent in management (preferred in luxury/large properties).

• Experience:

  • 12–15 years of progressive experience in the hospitality industry.

  • At least 3–5 years in a senior management role (e.g., Resident Manager, Director of Operations).

• Skills:

  • Strong leadership and decision-making abilities.

  • Financial acumen and budget management.

  • Excellent communication and interpersonal skills.

  • Strategic planning and problem-solving skills.

  • Crisis management and negotiation skills.

• Personality:

  • Charismatic, confident, approachable, and guest-oriented.

  • High level of integrity, professionalism, and cultural sensitivity.

  • Ability to inspire and lead large teams.

1. Front Office Manager

Job Description :

• Overall in charge of the front office operations.

• Supervises reservations, reception, cashiering, bell desk, and concierge.

• Ensures smooth check-in/check-out of guests.

• Handles guest complaints and ensures guest satisfaction.

• Coordinates with other departments (housekeeping, F&B, maintenance).

• Prepares duty rosters, budgets, and training schedules.
  
  

Job Specification :

• Qualification: Bachelor’s degree/diploma in Hotel Management.

• Experience: 5–8 years in front office, with at least 2 years in a supervisory role.

• Skills: Strong leadership, communication, and problem-solving.

• Personality: Pleasant, confident, guest-oriented, decision-making ability.
  
  

2. Assistant Front Office Manager

Job Description:

• Assists Front Office Manager in daily operations.

• Supervises reception, night audit, and shift duties.

• Trains new staff members.

• Prepares reports (occupancy, revenue, room status).

• Acts as manager on duty in absence of Front Office Manager.
  
  

Job Specification:

• Qualification: Degree/diploma in Hotel Management.

• Experience: 3–5 years in front office operations.

• Skills: Supervisory skills, good knowledge of PMS software, multitasking.

• Personality: Approachable, team leader, service-oriented.
  
  

3. Receptionist / Front Desk Agent

Job Description:

• Welcomes and greets guests on arrival.

• Handles check-in and check-out procedures.

• Provides information about hotel facilities, services, and city attractions.

• Manages guest requests, messages, and reservations.

• Coordinates with housekeeping for room readiness.

Job Specification:

• Qualification: Graduate/diploma in Hotel Management or equivalent.

• Experience: 0–2 years (freshers may be considered).

• Skills: Good communication, computer literacy, customer service.

• Personality: Smart, well-groomed, polite, patient.

4. Guest Relation Executive (GRE)

Job Description:

• Ensures high level of personalized service.

• Handles VIP guests and special requests.

• Manages guest complaints diplomatically.

• Assists in guest feedback and loyalty program management.

Job Specification:

• Qualification: Degree/diploma in Hotel Management.

• Experience: 1–3 years in guest handling.

• Skills: Excellent communication, interpersonal, foreign language (advantage).

Personality: Courteous, empathetic, confident, problem solver.

5. Concierge

Job Description:

• Provides information on local attractions, travel, shopping, and dining.

• Arranges transportation, sightseeing tours, ticket bookings.

• Manages guest parcels, messages, and errands.

• Maintains good local contacts for guest services.
  
  

Job Specification:

• Qualification: Diploma/degree in hospitality or relevant field.

• Experience: 1–3 years in similar role.

• Skills: Strong local knowledge, networking, communication.

• Personality: Helpful, resourceful, tactful, multilingual (preferred).
  
  

6. Bell Captain

Job Description:

• Supervises bell boys/porters.

• Assigns duties related to luggage handling, paging, and guest assistance.

• Ensures proper functioning of bell desk services.

• Assists in smooth guest arrival and departure.

Job Specification:

• Qualification: 12th pass / diploma in hospitality.

• Experience: 2–3 years as bell boy/porter.

• Skills: Supervisory ability, guest service.

• Personality: Smart, disciplined, physically fit.

7. Bell Boy / Porter

Job Description:

• Assists guests with luggage during check-in/check-out.

• Delivers messages, parcels, and amenities to rooms.

• Escorts guests to rooms and explains room facilities.

• Runs errands for guests and front office.

Job Specification:

• Qualification: Minimum 10th/12th pass.

• Experience: Freshers or 1 year in similar role.

• Skills: Basic communication, courteous behavior.

• Personality: Energetic, physically fit, willing to help.

8. Front Office Cashier

Job Description:

• Handles billing, check-out payments, and currency exchange.

• Maintains guest accounts in PMS.

• Prepares cashier reports and reconciles transactions.

• Assists with safe deposit lockers.
  
  

Job Specification:

• Qualification: Degree/diploma in commerce/hotel management.

• Experience: 1–3 years in cashiering/accounts.

• Skills: Numerical ability, attention to detail, computer skills.

• Personality: Honest, trustworthy, accurate.

9. Telephone Operator

Job Description:

• Handles internal and external calls.

• Transfers calls to appropriate extensions.

• Takes guest messages and wake-up calls.

• Manages emergency calls and paging system.

Job Specification:

• Qualification: 12th pass/diploma in hospitality.

• Experience: 0–2 years in similar role.

• Skills: Clear voice, polite telephone manners, computer knowledge.

• Personality: Courteous, attentive, efficient.