Front Office Operations Manager

4 days ago


Goa, India The Indian Hotels Company Limited Full time
Job Summary

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.
Requirements
  • 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.
Benefits

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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