Front Office Executive

Prime Function:

• Responsible for the smooth functioning and for the satisfactory rooming and welfare of all guests of Novotel, Hyderabad.
• Responsible for Reception, Concierge operations, Hospitality and Cashier.
• Liaise with different departments for smooth and coordinated work.
• Ensure cleanliness of all areas under the Front Office viz. , Lobby, corridors, main staircase and drive away.
• Ensure to interact with the guests & enable the team to understand guest requirements.

Key Responsibilities:

Front Office Planning

• Ensure that the arrivals and departures for the day and relevant records are maintained.
• Ensure quality in all aspects of work and among the staff in the lobby.
• Assist guests with check in and checkout, as well as other cashiering duties
• Review arrival lists and prepare compendiums prior to guests arrival and check-into system if necessary
• Welcome guests on arrival, register and issue room keys according to departmental standards and procedures
• Ensure that members consistently receive all benefits, and repeat guests and other VIP s receive special recognition and service. Prepare and send welcome cards and amenities to room prior to guest arrival
• Liaise closely with other relevant departments to ensure that guests requests and needs are met
• Update and maintain repeat guest history system
• Promote Inter-Hotel sales and in-house facilities according to departmental standards to maximize revenue
• Handle guests complaints and comments tactfully and efficiently
• Handling guests mails, messages, and answering of phone calls
• Maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed
• Be vigilant in regard to in-house credit matters and act upon any discrepancies
• Alert Security or Duty Manager of suspicious looking person(s) or articles.
• Maintain highest standards and quality of services in Front Office operation to meet and exceed budgeted revenue targets and guests expectation/VOG target.

People Management

• Personally welcome and escort all guests of Novotel, Hyderabad.
• Authorize courtesies for V. I. P s.
• Ensure that regular training is conducted as per the standards.
• Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.

Financial Management

• Responsible for maintaining high level of room sales, by upselling.
• Ensure that the log book is maintained.
• Ensure maximum room occupancy within agreed overbooking policy.
• Ensure to balance the accounts on a daily basis.