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Front Office Associate

1 month ago


Mumbai Maharashtra, India IHCL Full time

Job Responsibilities
- Works on assigned goals and prioritizes, organizes, and accomplishes the tasks 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.
- Monitors the business of competition hotels in terms of new accounts and rates.

'*Maintains the Log Books and effectively follows up on the system to check the daily arrival list and monitors all VIP movement.
- Monitors adherence to all policies and procedures to reduce bad debts and rebates.
- Co-ordinates with departments like Security and Housekeeping to ensure that all the security, hygiene and aesthetic standards of the hotel are met.
- Prepares reports on Occupancy, Average rates and Reservations.
- Maintains the Guest History System and updation of all the guest profiles.
- Ensures that all the operational standards set for all the processes are followed.
- To ensure speedy and timely actions during emergency situations as per the SOP guidlines.

'*Develops and Sustains productive customer relationships and actively seeking information to understand and address guests' needs.
- 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 contact with corporate and individual guests and builds 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.
- Meets all VIPs, Repeat Guests, Inner-circle Members, Chambers Members and HWC (Handle with Care) guests, on arrival or during the stay and ensure they have a seamless experience.
- Responds to and handles guest problems and complaints.

Job Requirements
- Front Office procedural knowledge, room inventory management, revenue management, reservations procedures, financial acumen, cross-functional knowledge.
- Result Orientation, Customer Focus, Interpersonal Skills, People Management, Decision Making