Front Office Associate

5 days ago

New Delhi, India IHCL Full time

Job Responsibilities

**Team Member - Front Office**

**Reports to - Front Office Manager**

**Responsible for - Front Office Department**

**Position Purpose**:To attend to guests courteously and deal promptly with their requests and queries.

**Responsibilities**:
- To have detailed information about the Hotel, city as well as the competition

- To ensure that the handwritten welcome back cards are ready and pre-placed in the rooms.

- To prepare the amenity voucher and share it with IRD /HK and Engg.

- To check for special occasion guests and ensure that communication is passed to concerned department via mail and phone to do cake, rose bath set-up, towel art ( if requested) etc. You must personally connect with all these guests and ensure that their stay is memorable.

- To guide Trainees/ support to ensure Welcome drinks / Arti Tikka etc.. are ready and we warmly welcome all guests.

- TO identify Single lady arrivals and ensure Single Lady SOP is followed for all these guests.

- To identify Long stayers and ensure that their preferences are recorded and you interact with them during the stay,

- To meet all guests who had complaints upon check out and extend apologies and offer departure gifts

- To ensure apology notes are sent to guests who had issues / complaints during the stay,

- To have detailed information regarding arrivals and room requirements

- To have up to date information on daily room occupancy

- To check on VIP reservations, complete their pre-registration formalities.

- Clearly identify Platinum Member / Privileges Plus members and serve them **

- To co-ordinate with RC for room blocking.

- Build connect with regular guests

- To maintain up-to date information on room rates, current promotions, offers and packages

- To prepare, understand and communicate all relevant daily, weekly and monthly reports and statistics

- To maintain and settle the guest ledger rendering accountability for the days transactions

- To encash foreign exchange as per regulations

- To maintain guest lockers for safe custody

- To handle all incoming telephone calls as per standards instructed

- To maintain a physical count of all room keys in each shift in co-ordination with reception Team

- To ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest

- To ensure that proper records are maintained for all telephone calls from the rooms

- To ensure accurate cash handover whenever required

- To give proper and complete handover to the next shift

- To handle all guests without bias or prejudice

- To follow the house rules and policies laid down by the management

- To adhere to strict grooming and hygiene standards

- To consciously and continuously strive to better his/ her skills and increase his/ her knowledge.
- Any other responsibilities assign to you from time to time

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