Front Office Manager - Reception

Job Title: Front Office Manager - Reception Location: Rohtak, Haryana Job Summary: We are seeking a dedicated and experienced Front Office Manager to oversee the reception and customer service operations at our Toyota dealership in Rohtak. The ideal candidate will ensure exceptional customer experience, manage front office staff efficiently, and coordinate seamlessly with the service team to uphold our high standards. Key Responsibilities: Manage and assist all walk-in customers alongside Service Advisors, ensuring timely and effective service of Toyota vehicles. Collect customer information and introduce them to the Service Advisor for smooth service handling. Coordinate with the service team to fulfill customer service requests accurately. Share customer details with Customer Relationship Executives (CREs) for follow-up and feedback collection. Maintain a productive and professional working environment within the front office. Monitor appointment schedules and customer follow-ups through Toyota’s dedicated software system. Track no-show rates and take corrective action via the Job Planning Board. Ensure front office personnel adhere to dress codes and punctuality. Support Service Advisors in resolving customer challenges promptly. Take immediate action to resolve customer complaints efficiently and courteously. Maintain a safe and clean working environment following 5S standards in the reception and customer lounge areas. Implement the 7-Step Customer Care Process using TDMS effectively. Conduct regular meetings with front office staff and acknowledge good performance. Ensure compliance with local environmental regulations related to front office operations. Foster clear and open communication between the front office and the service shop. Lead, motivate, and manage front office personnel using SMART goal-setting techniques. Inform Service Advisors about potential sales and profit opportunities. Stay updated with automotive market trends through continuous in-house training. Qualifications & Experience: Minimum 4 years of experience in Automobile dealership or related customer service roles. Diploma / B.E. / B.Tech / Technical Graduation in Automobile or Mechanical Engineering. Skills & Competencies: Excellent customer service and communication skills. Strong leadership and team management abilities. Proficiency in appointment and follow-up management software. Problem-solving and complaint resolution skills. Knowledge of 5S, TDMS, and SMART goal-setting frameworks. Ability to maintain professionalism and uphold company standards