Front Office Operations Manager
4 days ago
We are seeking an experienced and skilled Front Office Executive to join our team at The Indian Hotels Company Limited. As a key member of our front office operations, you will be responsible for providing exceptional customer service, ensuring smooth check-in and check-out processes, and driving revenue growth through effective management of the front office.
Responsibilities- Assist the Duty Manager in administering front office functions and supervising staff on a daily basis.
- Work with the Duty Manager and associates to carry out procedures ensuring an efficient check-in and check-out process.
- Earn guests' satisfaction and maximize the financial performance of the department by co-ordinating with other departments.
- Ensure daily performance and manage revenue through revenue and yield management techniques.
- Focus on generating incremental revenue through Early Check-in and Late Check-outs.
- Encourage the team to cross-sell other hotel services like Spa, Restaurants, Travel Services.
- Monitor the business of competition hotels in terms of new accounts and rates.
- Actively seek information to understand and address guests' needs.
- Prepare 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.
- Facilitate 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.
- Maintain regular contacts with corporate and individual guests, and build strong relationships with them.
- Make oneself available in the lobby during busy operational hours and interacts with the guests to solicit feedback for any required process improvements.
- Respond to and handle guest problems and complaints.
- Staffing and Scheduling of the shift and allocation of duties in the absence of Duty Manager.
- Assist in the learning and development of the team.
- Establish and maintain open and collaborative relationships with associates and ensures associates do the same within the team.
- Ensure that regular on-going communication is taking place with associates to create awareness of business objectives.
- Communicate expectations, recognizes performance, and produces desired results with associates within the department.
- Assist the Front Office Manager in creating a culture of recognition by actively participating in the STARS (Special Thanks and Recognition System) Program.
- Works on assigned goals and prioritizes, organizes, and accomplishes the task along with the team.
- Co-ordinates with various other departments in order to ensure personalized, prompt and flawless service to all guests.
- Possesses excellent leadership skills with ability to motivate the team towards achieving sales targets.
The successful candidate can expect a competitive salary package including:
- Average salary: ₹60,000 - ₹80,000 per month based on location.
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