Executive - Facility Management Services
Location: Gurgaon
About Us
Your Role
As a
Supervisor
, you will oversee the day-to-day operations of the front office, ensuring that every team member delivers professional, efficient, and courteous service to all guests. Your core responsibility will be to supervise, guide, and coordinate front office operations, including guest interactions, while maintaining high standards of service delivery. You will also act as the point of escalation for team members and guests, ensuring that challenges are addressed swiftly and effectively.
About You
- Bachelors degree in
Hotel Management, Hospitality, Business Administration, or a related field
- 4-6 years of
front office operations or customer service
experience in hospitality sector - Strong communication and interpersonal skills in English and local languages
- Handle guest check-ins and check-outs efficiently while maintaining professional service standards.
- Manage room reservations, cancellations, and modifications using property management systems.
- Process guest payments, maintain accurate billing records, and handle cash transactions securely.
- Respond promptly to guest inquiries, complaints, and requests, ensuring satisfactory resolution.
- Coordinate with housekeeping, maintenance, and other departments to fulfill guest requirements.
- Maintain accurate guest records, registration data, and ensure compliance with hotel policies.
- Provide information about hotel facilities, local attractions, and assist with guest requirements.
- Handle telephone calls professionally and route them to appropriate departments or personnel.
- Passion for customer service and delivering personalized guest experiences.
Key Metrics: What you will drive and achieve
- Guest Communication
- Check-in/Check-out Efficiency
- Revenue Management
- Upselling and Cross-selling Performance
- Guest Complaint Resolution Time
Our Core Values:
Are you a CURATER
Curious
: Here, your curiosity fuels innovation.
User-Centric
: You ll anticipate the needs of all our stakeholders and exceed expectations.
Resourceful
: You ll creatively optimise our resources with solutions that elevate experiences in unexpected ways.
Aspire
: Keep learning, keep growing because we re all about continuous improvement.
Trust
: Trust is our foundation. You ll work in a transparent, reliable, and fair environment.
Enjoy
: We believe in having fun while building something extraordinary.
StayVista Spirit: Our Behavioral Competencies How We Work Together
Business Acumen:
You grasp the basics of our organization, customers, and services, always thinking ahead in your work. You re mindful of costs and benefits, making smart decisions while learning from risks and mistakes.
Change Management:
You re open to change, adjusting quickly to new information or challenges. Always eager to learn, you find creative ways to improve your work and seek feedback for growth.
Leadership:
You set clear goals, guide your team with energy, and take full responsibility for the work, ensuring others respect your leadership through action.
Customer Centricity:
You understand both internal and external customer needs and take ownership in addressing any service issues. You maintain clear communication and handle customer interactions with patience and respect.
Teamwork:
You collaborate well with others, respecting diverse opinions and always contributing positively to the team. You keep lines of communication open and share your thoughts without judgment.
Result Orientation:
You take responsibility for completing tasks and proactively tackle challenges to exceed expectations. You re quick to spot issues and address them efficiently, making decisive decisions with resourcefulness.
Planning and Organizing:
You handle multiple priorities well, staying organized and focused. You ensure your work is thorough, accurate, and aligned with set processes to meet goals effectively.
Communication:
You communicate your ideas clearly, encourage dialogue, and ensure timely responses to your team, clients, and manager. You assert your views confidently and use multiple channels to share information effectively.
