Hotel Operations Manager

4 weeks ago


Goa, India The Indian Hotels Company Limited Full time

Key Responsibilities:

As a Front Office Manager, you will be responsible for assisting the Front Office Manager/Duty Manager in administering front office functions and supervising staff on a daily basis. You will position, direct, and work with managers and associates to carry out procedures ensuring an efficient check in and check out process. Your goal will be to ensure guest and associate satisfaction and maximize the financial performance of the department. You will be responsible for ensuring guest satisfaction to provide an exceptional experience.

Key Requirements:

• Work on assigned goals and prioritize, organize, and accomplish tasks along with the team.

• Assist the Front Office Manager/Duty Manager in coordinating with various other departments to ensure personalized, prompt, and flawless service to all guests.

• 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.

• Develop and sustain productive customer relationships and actively seeking information to understand and address guests' needs.

• Prepare reports of guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensure appropriate corrective action is taken in consultation with the Duty Manager.

• Facilitate the development of creative solutions to overcome obstacles and ensure implementation to continually improve guest satisfaction results.

• Review arrival list every day and ensure guest preferences of repeat guests, VIPs, Inner-circle, and Chambers members are communicated and delivered by the concerned departments.

• Maintain regular contact with corporate and individual guests and build strong relationships with them.

• Make yourself available in the lobby during busy operational hours and interact with guests to solicit feedback for any required process improvements.

• Meet all VIPs, Repeat Guests, Inner-circle Members, Chambers Members, and HWC (Handle with Care) guests on arrival or during the stay and ensure they have a seamless experience.

• Respond to and handle guest problems and complaints.

• Staff and schedule the shift and allocate duties in the absence of the Duty Manager.

• Assist in the learning and development of the team.

• Establish and maintain open, collaborative relationships with associates and ensure associates do the same within the team.

• Ensure regular on-going communication is taking place with associates to create awareness of business objectives.

• Communicate expectations, recognize performance, and produce 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.



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