Front Office Executive

4 days ago

Delhi, India The Indian Hotels Company Limited Full time
Job Responsibilities

Assists the Duty Manager in administering front office functions and supervising staff on a daily basis. Works with the Duty Manager and associates to carry out procedures ensuring an efficient check in and check out process. Ensures guests and associates satisfaction and maximizes the financial performance of the department. To co-ordinate with the other departments which would lead to the highest quality of service for the guest.

Job Requirements*Works on assigned goals and prioritizes, organizes, and accomplishes the task along with the team.*Assists the Front Office Manager/ Duty Manager in co-ordinating with various other departments in order to ensure personalized, prompt and flawless service to all guests.*Ensures daily performance and manages revenue through revenue and yield management techniques.*Focuses on generating incremental revenue through Early Check-in and Late Check-outs.*Encourages the team to cross sell other hotel services like Spa, Restaurants, Travel Services.*Monitors the business of competition hotels in terms of new accounts and rates.'*Actively seeks information to understand and address guests' needs.*Prepares reports of guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken in consultation with the Duty Manager.*Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.*Reviews arrival list every day and ensures guest preferences of repeat guests, VIPs, Inner-circle and Chambers members are communicated and delivered by the concerned departments.*Maintains regular contacts with corporate and individual guests, and build strong relationships with them.*Makes oneself available in the lobby during busy operational hours and interacts with the guests to solicit feedback for any required process improvements.*Responds to and handles guest problems and complaints.*Staffing and Scheduling of the shift and allocation of duties in the absence of Duty Manager.*Assists in the learning and development of the team.*Establishes and maintains open and collaborative relationships with associates and ensures associates do the same within the team.*Ensures that regular on-going communication is taking place with associates to create awareness of business objectives.*Communicates expectations, recognizes performance, and produces desired results with associates within the department.*Assists the Front Office Manager in creating a culture of recognition by actively participating in the STARS (Special Thanks and Recognition System) Program.

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