Front Office Executive

4 weeks ago

Delhi, Delhi, India Accor Full time

Job Summary

As a Front Office Executive at Accor, you will be responsible for ensuring that our hotel's policies and procedures are adhered to by our Front Desk Associates. You will create a positive and highly motivated working environment that promotes and develops teamwork, and utilize and develop communication tools and channels for the dissemination of information and workflow in the section.

Key Responsibilities

  • Supervise and guide Front Desk Associates to ensure that hotel's policies and procedures are adhered to.
  • Create a positive and highly motivated working environment that promotes and develops teamwork.
  • Utilize and develop communication tools and channels for the dissemination of information and workflow in the section.
  • Conduct training of Guest Service Associates as per necessity.
  • Promptly and actively obtain feedback from guests.
  • Provide management and department heads with reports and take action to avoid repetition of any incidents, accidents, theft, and complaints.
  • Ensure that all guests are pre-arrival preparations done for all VIP arrivals.
  • Ensure and provide engaging arrival and departure experience to all guests.
  • Ensure and enroll maximum guests to Le Club.
  • Achieve guest delight through friendly and proficient services at the time of arrival/departure.
  • Have complete knowledge of membership levels of Le Club Accor program.
  • Enable decision making at guest contact point to ensure guest loyalty.
  • At the start of each shift, Front Desk Executive must familiarize himself/herself with room situation in the hotel, checks on status of room blocks and discrepancies, Front Desk follow-ups on expected check-ins and check-outs, reports from the end of the previous shift, correspondence bearing the current shift, and events in the hotel.
  • Ensure clear handover between shifts, highlights any cash discrepancy.
  • Ensure that Front Desk associates take departure time and secure mode of payment from all guests at the time of arrival.
  • Ensure that check-ins/outs are efficient within required time frame and as per defined standards. Ensure all guests entering the hotel are welcomed.
  • Ensure fond farewell is extended to all guests on departure.
  • Handle relevant guest comments or complaints of the hotel guests and inform to the management.
  • Ensure that all internal controls are in place.
  • Encourage up-selling in the hotel.
  • Ensure that Arrival & Departure register is updated as per local laws at all times. Also ensure that 'C' forms are made and sent as per the local laws.
  • Ensure and check all equipment in Front Office Department are in working condition.

Administration

  • Ensure all grooming standards are in place and adhered to.
  • Ensure all relevant reports are printed and signed off, filed or handed over to Morning Shift.
  • Ensure that all rebates and paid-outs are acknowledged by Duty Manager.
  • Check all guest registration cards for profile, mode of payment, and departure time and given to Duty Manager for signature.

Performs all other job assigned by the Management.

Qualifications

Degree or diploma in hotel management.

Additional Information

  • Minimum 1 year of relevant experience in a similar capacity.
  • Good communication and customer contact skills.
  • Well-presented and professionally groomed at all times.

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