JOB DESCRIPTION :

Job Summary:

Accountable for the effortless and seamless movement of guests in and out of the hotel and providing exceptional levels of guest service through the guests’ stay. 

Duties & Responsibilities:
 Assist the Front Office Manager in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times.
 Conduct daily pre-shift briefings to employees on rooms occupancy, arrival and departures, functions/event and special attention that is needed
 Responsible for the department’s roster
 Liaise with Housekeeping and other related departments on daily operation
 Handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to Front Office Manager if no immediate solution can be found and assure follow up with guests
 Establish a rapport with guests maintaining good customer relationship
 Ensure that the cashiering procedures are strictly adhered to
 Coordinate all Repair and Maintenance job orders to ensure the proper maintenance
 Liaise and organize with Housekeeping Department that the established cleaning schedules are strictly adhered to.
 Works in close association with the Reservations Manager and Guest Relations Manager.
 Identify market needs to generate additional revenue
 Assists with the development and maintenance of a detailed Department Operations Manual that reflects policies and procedures, work processes and standards of performance within the Department. Must conduct an annual review to accurately reflect any changes.
 Assists with the preparation of the annual Front Office Business Plan ensuring Departmental Objectives fully address business objectives of the hotel and needs of employees.
 Assists with the preparation and regular update of the Front Office Departmental Budget, in close cooperation with the Front Office Manager ensuring targets are met and costs are effectively controlled.
 Maintain the Daily Log Book
 Submit all guest/employee incident reports
Responsible for exceeding department performance goals.
 Responsible for the Guest membership programme and ensure that all guests who are members are appropriately recognized, meeting all Standards.
 Assists with the recruitment, selection and development of Front Office employees to work following the operational, financial, administrative philosophies willing to become multi skilled and perform multi tasks.
 Through hands on management, supervise closely all Front Office employees in the performance of their duties in accordance with policies and procedures and applicable laws
 Delegate appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained 
 Instill the Training philosophies of the company and work closely with the Training Manager developing Departmental Trainers, ensuring that all Managers and Supervisors take an active role in the training and development of employees
 Develop and assist with training activities focused on improving skills and knowledge
 Ensure employees have a complete understanding of rules and regulations, and that behavior complies
 Monitor employee morale and provide mechanisms for performance feedback and development
 Conduct annual Performance Appraisals providing honest and appropriate feedback
 Effectively communicate guiding principles and core values to all levels of employees
 Ensure all employees provide courteous and professional service at all times
 Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst providing prompt follow up.
 Is knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to rules and regulations concerning fire, hygiene, health and safety
 Take an active involvement in the Welfare, Safety, Development and well being of employees providing advice, counseling, truthful, diplomatic feedback
 Ensure high standards of personal presentation and grooming
 Maintains positive guest and colleague interactions with good working relationships.
 Exercise responsible management and behavior at all times and positively representing the hotel management team.
 Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company.
 Provide other duties and services as assigned by the Management.
Daily Work Procedures:
 Reports 15 minutes earlier than the scheduled time of briefing/debriefing/meetings.
 Is well groomed at all times of the day.
 Collects and signs-in/out for keys and mobile.
 Reads, signs and updates the log book.
 Conducts briefing.
 Assigns and communicates areas and duties.
 Ensures all guest remarks are communicated and adhered to.
 Ensures communication of requirement of all other departments to concerned areas.
 Conducts all daily tasks diligently.


Job Knowledge, Skills & Abilities:
 Appear confident, well groomed and dressed in a smart casual manner
 Personality: warm, welcoming, smiling and pleasant
 Act with integrity
 Communicate effectively
 Fair and firm management abilities with high influencing skills
 Strong Administration skills
 Creative and Innovative
 Strong Knowledge of Front Office field
 Pro-active approach to follow local and international industry progress and activities
 Hands-on approach to all operational aspects
 Excellent Communication Skills
 Initiative
 Self-motivated
 Coaching Skills
 Good computer skills
 Train the trainer skills
 Good Interpersonal Skills
 Budgeting, Forecasting and expenses controlling
 Knowledge of local laws and regulations related to Rooms
 Proficiency in Opera
 Knowledge of Brand standards
 Good Leadership Skills
 Fluency in English
 Proficiency in Microsoft Office software: Word, Excel and PowerPoint, as a minimum

SUMMARY:

It is not the intention of this Job description to limit the scope or responsibilities of the above-mentioned, but to highlight the most important aspects of your position. It is essential that all associates are committed to their jobs and the success of the enterprise, and maintain a willingness to accept total flexibility of jobs and duties throughout the hotel.

Department: Front Office
Job Type: Full Time
Job Location: Gift City Club & Business Center
Salery: INR 45,000 - 50,000