Front Office Executive

2 weeks ago

Kerala, India IHCL Full time

Job Responsibilities

Ensure NPS Targets are attained
- To ensure proper coordination with various departments
- To ensure brand and experience standards have been adhered to
- Implement systems and procedures to achieve higher cost efficiency
- Sell premium rooms to the guest by skillful salesmanship (up selling)
- To ensure customer feedback is taken and acted upon
- To constantly strive to innovate with ideas which would lead to better results
- To assist the Guest Relations Manager in ensuring smooth operations
- Assist in implementing T.B.E.M processes

**Handling the guest check-ins**
- Extend and ensure warm and courteous service to all the guests, the Management and employees of the Hotel
- Be informed on the daily room position
- To ensure welcome experience targets are met
- Welcome letters the next day are prepared & sent to EAM's office
- Have detailed information regarding arrivals, their room requirements and expected departures of the day
- To make sure check in and check out process carried out with proper documentation
- To ensure various payment modes are handled as per directions
- Check on VIP reservations for the day and issue VIP amenities voucher for fruits, flowers and beverages, etc., in consultation with the Duty Manager
- Greet all guests and address them by name whenever you see him/her and ensure all required details like date of departure, address and mode of payment, etc., are filled-in properly on the registration card
- Ensure good ready room according to guest preferences is allotted to the guest and ensure the registration card with the correct rate is given to all guests during check-in
- Ensure all the complaints from the guests are handled delicately and informed to the Guest Relations Manager

**Ensure proper documentation and updation of records**
- Cross check Housekeeping occupancy report and inform the Duty Manager about discrepancies
- Feed in the data collected from the guest through the registration card/business card, on to the Computer and update guest profiles on a regular basis
- Handle scanty baggage guests very carefully and keep the Bell Desk, Housekeeping and Security departments informed about any suspicious incidents
- Check if the Morning meeting reports(Guest In House, upgrades, Updated Single Window from Mr. Ray, DBR) & Allowance Vouchers are submitted to the FOM
- Ensure that all guest/internal correspondence is filed and maintained systematically
- Ensure all messages are transmitted in time and also that messages are sent to the guests with regard to any requests from them
- Answer all incoming calls for guests in their absence and convey/record all messages
- Handle all guest mail, parcels, telegrams as per laid down procedures
- Keep information aids like time tables, road maps, Hotel guide, etc., handy for guest usage.
- Tracking and controlling budget for guest supplies
- Ensure that the log book is read and signed every day before the shifts

**Guest complaints and requests**
- Attend to guest complaints and inform the concerned departments
- Organize basic medicals such as (medicines, pills, band
- aids)
- Communicate particular guest demands and communicate to concerned department

**Checks and coordination**
- Proper monitoring and scheduling of OYG
- To ensure regularization of check out feedback
- Daily checklist to be filled and filed
- TPAM points to be checked as per checklist, with daily adherence to targets
- Ensure proper co-ordination with airport reps
- Co-ordinate with Activities regarding promotion of various packages

Job Requirements

Ensure NPS Targets are attained
- To ensure proper coordination with various departments
- To ensure brand and experience standards have been adhered to
- Implement systems and procedures to achieve higher cost efficiency
- Sell premium rooms to the guest by skillful salesmanship (up selling)
- To ensure customer feedback is taken and acted upon
- To constantly strive to innovate with ideas which would lead to better results
- To assist the Guest Relations Manager in ensuring smooth operations
- Assist in implementing T.B.E.M processes

**Handling the guest check-ins**
- Extend and ensure warm and courteous service to all the guests, the Management and employees of the Hotel
- Be informed on the daily room position
- To ensure welcome experience targets are met
- Welcome letters the next day are prepared & sent to EAM's office
- Have detailed information regarding arrivals, their room requirements and expected departures of the day
- To make sure check in and check out process carried out with proper documentation
- To ensure various payment modes are handled as per directions
- Check on VIP reservations for the day and issue VIP amenities voucher for fruits, flowers and beverages, etc., in consultation with the Duty Manager
- Greet all guests and address them by name whenever you see him/her and ensure all required details like date of departure, address and mode of payment, etc., are filled-i

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