Front Office Associate

3 days ago

Udagamandalam, India IHCL Full time

Job Responsibilities

*Works on assigned goals and prioritizes, organizes, and accomplishes the tasks 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.

'*Maintains the Log Books and effectively follows up on the system to check the daily arrival list and monitors all VIP movement.

*Monitors adherence to all policies and procedures to reduce bad debts and rebates.

*Co-ordinates with departments like Security and Housekeeping to ensure that all the security, hygiene and aesthetic standards of the hotel are met.

*Prepares reports on Occupancy, Average rates and Reservations.

*Maintains the Guest History System and updation of all the guest profiles.

*Ensures that all the operational standards set for all the processes are followed.

*To ensure speedy and timely actions during emergency situations as per the SOP guidlines.

'*Develops and Sustains productive customer relationships and actively seeking information to understand and address guests' needs.

*Facilitates 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.

*Maintains regular contact with corporate and individual guests and builds strong relationships with them.

*Makes oneself available in the lobby during busy operational hours and interacts with the guests to solicit feedback for any required process improvements.

*Meets 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.

*Responds to and handles guest problems and complaints.

Job Requirements

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