Manager-Front Office

3 days ago

Siliguri India MAYFAIR Hotels & Resorts Full time

Job Description Key Responsibilities Guest Service Management: - Ensure high standards of guest service and satisfaction by supervising front office operations and staff interactions with guests. - Handle guest complaints and concerns promptly and professionally, aiming to resolve issues effectively and maintain guest loyalty. - Act as a point of contact for VIP guests and ensure personalized and attentive service. Team Leadership And Supervision - Manage, train, and develop the front office team, including receptionists, concierges, and bell staff, to maintain excellent customer service standards. - Create staff schedules to ensure the front desk is adequately staffed during peak and off-peak hours. - Conduct performance evaluations and provide feedback and training as needed to enhance team skills and performance. Operational Oversight - Oversee daily operations of the front office, including check-in and check-out procedures, room assignments, and room availability management. - Coordinate with housekeeping and maintenance departments to ensure rooms are prepared according to guest expectations and promptly address any maintenance issues. - Monitor and manage room inventory, availability, and rates to maximize revenue and occupancy. Administrative Duties - Manage the front office department budget and control expenses while maintaining high service standards. - Prepare reports related to front office operations, such as occupancy rates, revenue reports, guest feedback, and other performance metrics. - Ensure accurate billing, payment processing, and data entry for all guest transactions. Training And Development - Develop and implement training programs to ensure all front office staff are well-versed in hotel policies, guest service protocols, and safety procedures. - Regularly conduct team meetings to review performance, share updates, and reinforce service standards. - Foster a culture of continuous improvement and professional development within the front office team. Guest Experience Enhancement - Monitor guest feedback and online reviews, addressing any concerns and implementing strategies to improve guest satisfaction. - Ensure that guests are welcomed warmly and efficiently, and that all interactions with the front office team are courteous and professional. Collaboration With Other Departments - Work closely with housekeeping, food and beverage, and other departments to coordinate guest requests and ensure smooth operations. - Coordinate with the sales and marketing team to provide input on promotions and guest packages. Technology And Systems Management - Oversee the use of hotel management systems. - Troubleshoot and escalate any technical issues with the PMS and other hotel-related software. - Train staff in the use of new systems and software updates to maintain efficient front office operations. Policy Implementation - Establish and implement hotel policies for check-in/check-out, reservations, cancellations, and handling special guest requests. - Ensure front office procedures align with the hotel's standard operating procedures (SOPs) and are consistently followed.

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