Front Office Manager

Unit: Wayanad Wild - CGH Earth Experience Hotels.

Location: Lakkidi, Wayanad.

Designation: Manager

Department: Front Office

Reports To: General Manager

Job description:

Key Responsibilities

A. The "Wild" Welcome & Guest Journey

• Arrival Logistics: Manage the unique "off-road" transfer logistics, ensuring guest luggage and transport from the parking point to the resort is seamless and adventurous yet safe.
• Storytelling: Personally orient guests to the Wayanad Wild philosophy—explaining the ecology, the "no-TV" concept, and the importance of the rainforest canopy.
• Rituals: Execute authentic arrival rituals that use local Wayanad elements (tribal music, local refreshments, or forest scents).

B. International Guest Relations

• Global Standards: Act as the primary point of contact for international clientele, ensuring communication is sophisticated and culturally sensitive.
• Activity Coordination: Work closely with the Naturalists to ensure guests are briefed and prepared for treks, birdwatching, and night expeditions.
• Service Recovery: Proactively identify guest discomfort (especially regarding insects, weather, or terrain) and provide empathetic, swift solutions.

C. Operational & Environmental Stewardship

• Zero-Waste Front Office: Maintain a strictly plastic-free front desk and ensure all guest collaterals are sustainable and digital-first.
• PMS Management: Ensure accurate guest data entry in the Property Management System (PMS) to track preferences for repeat "CGH Earth" travelers.
• Safety & Security: Oversee guest safety protocols related to the forest environment (leech protection briefings, weather alerts, and trek safety).

D. Revenue & Resource Management

• Upselling: Drive revenue through the promotion of specialty dining (e.g., forest dinners) and extended local tours.
• Cost Control: Manage the Front Office budget, focusing on optimizing transport costs and stationery.
• Manpower: Schedule and train a lean, multi-skilled team capable of assisting across guest touchpoints.

E. Training & Culture

• Mentor the team on the "Quiet Luxury" service style—being available but non-intrusive.
• Conduct workshops on language proficiency and international etiquette.

F. Qualifications & Experience

• Education: Degree / Diploma in Hotel Management.
• Experience: 8 – 12 years in Front Office operations.