Front Office Executive

1 day ago

Andhra Pradesh, India IHCL Full time

Job Responsibilities

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.
- Ensures daily performance and manages revenue through revenue and yield management techniques.
- 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.

Process
- Maintains the Log Books and effectively follows up the system to check the daily arrival list and monitors all VIP movement.
- Ensures all standards are met for arrival and departure experience.
- Monitors adherence to all policies and procedures to reduce bad debts and rebates.
- Prepares reports on Occupancy, Average rates, Reservations and allocates rooms for guest arrivals as per preferences.
- Assists the Duty Manager in maintaining the Guest History System and updation of all the guest profiles.
- Ensures that all the operational standards set for all the processes are followed.
- Handles and resolves guest complaints and escalate the same to the Duty Manager for service recovery.
- Ensures speedy and timely actions during emergency situations as per the SOP guidlines.
- Creates guest engagements during arrival and departure, encourage the team to create memorable expericence for the guest.
- Ensures proper documentation and updation of records.

Audit And Compliance
- Asssists the FOM/ DM in reviewing audit findings - Safety/Hygiene and TPAM (Taj Positive Assurance Model) and takes corrective measures to ensure full compliance.
- Conducts the internal audit checklists as per the IHCL Safety Guidelines.
- Adheres to all departmental legal compliances and ensures that the team follows the same.

Job Requirements
- Assists the Duty Manager in administering front office functions and supervising staff on a daily basis. Works with the Duty Manager and associates to carry out procedures ensuring an efficient check in and check out process. Ensures guests and associates satisfaction and maximizes the financial performance of the department. To co-ordinate with the other departments which would lead to the highest quality of service for the guest.

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