Planning
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Assists the Front Office Manager in implementing the annual plan using the TBEM framework, linking the department’s objectives and overall strategy.
Financials
- 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
'*Act as the primary point of contact for all guest inquiries, requests, and complaints, ensuring issues are resolved promptly and satisfactorily.
- Ensure all guests receive exceptional service, maintaining high levels of guest satisfaction.
*Address VIP guests’ needs, prepare for their arrival, and follow up on special requests. *Oversee daily hotel operations in the absence of senior management, coordinating with departments (housekeeping, front office, food & beverage, etc.) to ensure smooth functioning.
- Perform routine checks across hotel facilities to ensure cleanliness, safety, and readiness.
- Ensure compliance with health and safety regulations, including emergency procedures and protocols.
*Lead, motivate, and support staff members across departments, fostering a positive work environment. *Conduct shift briefings, Check Staff`s grooming, ensuring that all departments are informed of daily events, special requests, and operational priorities.
- Manage staffing issues on the shift, including handling absenteeism, scheduling, and reallocating resources as needed.
- Assist in managing cash handling and financial transactions at the front desk.
- Monitor and manage shift budgets and expenses, ensuring efficiency without compromising guest experience.
- Assist with night audits, reports, and billing issues, ensuring accuracy in record-keeping.
- Act as the emergency response leader in case of incidents, ensuring guest and staff safety.
- Respond to security issues or disturbances and liaise with law enforcement or emergency services if necessary.
- Ensure that staff are aware of emergency procedures and are trained to handle various situations effectively.
- Prepare shift reports detailing any incidents, guest feedback, and operational issues to be communicated to senior management.
*Coordinate with other managers to ensure seamless transitions between shifts. * Provide input and recommendations for improving operational efficiency and guest satisfaction.
- Adherence to the Tata code of conduct, safety policies and values of the organization as defined.
Customer
'*Develops and Sustains productive customer relationships, actively seeking information to understand and address guests' needs.
- Prepares reports of guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken in consultation with Front Office Manager.
- 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.
