Front Office Manager

Company Description

Established by the founder of the group, Mr. Shapurji Sorabji, Grand Hotel (Bombay) Pvt. Ltd. owns and manages novels hotels, including their flagship property in Mumbai, the Grand Hotel in Ballard Estate designed by George Wittet in 1922. The company is committed to providing consistent customer service and dedicated comfort to all guests that come to experience the offerings of its unique novel hotels.

Role Description

This is a full-time on-site role for a Front Office Manager located in Mumbai. The Front Office Manager will be responsible for overseeing the daily operations of the front office, improving customer satisfaction, and ensuring high-quality customer service. Other responsibilities will include managing administrative tasks and effective communication with guests.

Qualifications

· Front Office Management skills

· Excellent Customer Service and Customer Satisfaction skills

· Effective communication skills, both written and verbal

· Experience with hotel operations and booking systems is preferred

· Diploma or Bachelor's degree in Hospitality, Business Administration, or related field

· Familiarity with Mumbai and surrounding areas is a plus

· Ability to manage staff, prioritize tasks, and maintain a positive work environment

Responsibilities

· Staffing and Scheduling of the shift and allocation of duties.

· Implement systems and procedures that achieve higher cost efficiency and guest satisfaction.

· Facilitate learning and development for all the team members

· Performance Appraisal/ Management of the staff in the department.

· Ensure that all the operational standards set for all the processes are followed

· To liaison and build relationship with regular and repeat guests

· Ensure that all the security, hygiene and aesthetic standards of the hotel are met.

Interdepartmental interaction

High degree of interaction with Housekeeping, Security, HR, Purchase, F&B, Engineering and Airport Reps

Task Statements

To ensure proper check in and check out process

· Room allocation

· Smooth Check In & Check Out

· Special requirements of the guest

· Guests to be met on check in by DM's

· Departure invoices to be sent on time

· All Departure Invoices are ready with supporting voucher

To ensure proper registration process has been followed

· All Reg Cards Profile Updated / Correspondence Attached/Photo IDs/Preferences

· All Void Reg Cards authorized by DM's & filed

· All Arrival Reg Cards as per Fidelio are printed and filed along with welcome letter & Preference Sheet in piano file

Prepare reports and ensure timely updates

· Prepare reports on Occupancy, Average rates, Reservations etc

· Ensure through regular monitoring of feedback, prompt, efficient and accurate service to all guests.

· To ensure the Single Window is created at 1600 and circulated at 1900

· To maintain and check that process registers are duely filled and updated

· Ensures norms, procedures and systems for safety and security of guest belongings (e.g. Lockers, Left luggage etc) are follow

· Up selling targets to be met

· To follow-up, co-ordinate and to ensure process adherence

· To regularly co-ordinate with House Keeping to carry out Room co-ordination meetings

· To ensure proper stocking and timely availability of welcome amenities

· To ensure associate of the day feedback is carried out as per targets

· To ensure proper co-ordination of transport

· To ensure departure calls are done

· To make sure lobby upkeep maintained at all times

---