Front Office Executive

18 Nov 2025 Business Unit Vivanta Jamshedpur Golmuri Department Front Office Description About IHCL Indian Hotels Company Limited IHCL is a part of the Tata Group and is one of South Asia s largest and most iconic hospitality companies With a legacy of over 120 years we are dedicated to delivering exceptional experiences to our guests through our diverse portfolio of hotels resorts and palaces Careers at IHCL At IHCL we believe our employees are our greatest asset We are committed to fostering a dynamic work environment that encourages innovation collaboration and personal growth Join us in creating memorable experiences and shaping the future of hospitality Explore exciting career opportunities with us and be a part of a vibrant team that values passion excellence and diversity Job Objective To ensure smooth running of front office operations with the objective of delivering seamless customer service to maximize guest satisfaction within the limits of corporate guidelines and standards Essential Job Tasks Areas of Responsibility Planning Financials 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 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 Ensuring charging Early check in and Late checkout Revenue Levers charges and maximizing revenues Escalate to the room s controller in case the assigned room is not ready or as per guest preference Upgrade the room in case the guest is willing to pay the difference in amount after checking the rooms availability Leverage upselling opportunities to the guest to maximize revenues Process Greet and assist guests with check-in check-out and other requests Ensure that guests needs are met providing excellent customer service at all times Handle guest complaints or issues efficiently and professionally escalating to the Duty Manager when necessary Oversee the daily activities of front desk agents ensuring high levels of performance and adherence to procedures Assist in training new staff providing guidance on customer service standards hotel policies and procedures Monitor staffing levels adjusting schedules to ensure adequate coverage during peak times Assist in managing reservations both online and over the phone ensuring accuracy and promptness Maintain guest records including personal information and billing details in accordance with hotel policies Ensure proper handling of cash credit card transactions and financial records Collaborate with housekeeping maintenance and other hotel departments to ensure a seamless guest experience Communicate guest preferences or special requests to relevant departments Assist in implementing and enforcing hotel policies and procedures Ensure compliance with health safety and security regulations Ensure that the allotted room registration card and keys are ready before guest arrival Check with bell desk for delivery of baggage to room on time Receive calls relating to front desk related work rate queries and reservations then responding accordingly Forwarding any calls to relevant department Receive wake-up call request from guests and record it in the wake call book and submit to the telephone operators Leverage upselling opportunities to the guest to maximize revenues Customer 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 Required Qualifications Degree in Hospitality Management Work Experience At least 1 year of relevant experience at a managerial position or 3 years of relevant experience at a supervisory level Languages Needed in Position Key Interfaces- External Key Interfaces- Internal Behavioural Competencies Process Excellence Result Orientation Collaborative Engagement Change Championship Growth Mindset Guest Centricity Personal Effectiveness Equal Opportunities Employment at IHCL At IHCL we celebrate diversity and are committed to creating an inclusive environment for all employees We are proud to be an equal opportunity employer and do not discriminate based on race color religion gender sexual orientation age national origin disability or any other status protected by applicable law We encourage all qualified individuals to apply and join our team where every voice is valued and respected