Indian Hotels Company Limited (IHCL) is a part of the Tata Group and is one of South Asias largest and most iconic hospitality companies. With a legacy of over 120 years, we are dedicated to delivering exceptional experiences to our guests through our diverse portfolio of hotels, resorts, and palaces.

Job Objective

To ensure smooth running of front office operations with the objective of delivering seamless customer service to maximize guest satisfaction within the limits of corporate guidelines and standards..

Essential Job Tasks

Areas of Responsibility

Financials

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

*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. *Ensuring charging Early check in and Late checkout (Revenue Levers) charges and maximizing revenues. *Escalate to the room s controller in case the assigned room is not ready or as per guest preference. Upgrade the room in case the guest is willing to pay the difference in amount after checking the rooms availability. Leverage upselling opportunities to the guest to maximize revenues.

Process

*Receive calls relating to front desk related work, rate queries, and reservations then responding accordingly. Forwarding any calls to relevant department. Receive wake-up call request from guests and record it in the wake call book and submit to the telephone operators.

*Escalate to the room s controller in case the assigned room is not ready or as per guest preference. Upgrade the room in case the guest is willing to pay the difference in amount after checking the rooms availability. Leverage upselling opportunities to the guest to maximize revenues.

*Ensure smooth check -out by keeping the bill ready with all the supporting documents. Inform the bell desk of any baggage assistance required by the guest. Seek feedback from the guest, escalate any complaints to the higher authority so that a proper and quick service recovery is done.

*Ensuring charging Early check in and Late checkout (Revenue Levers) charges and maximizing revenues.

*Maintain daily records and prepare various report - airport pick up report, arrival report, and guest in house report and as per request of the management.

*Ensuring Guest Outstanding is within the high balance limits of hotels and GOP is secured for in-house guest.

*Ensure proper shift closures with adherence to statutory and TPAM guildlines.

*In addition to the above-mentioned duties and job functions, any other assignment given on an occasional basis or daily basis by the immediate superior or the management.

Customer

*Actively seeks 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 the Duty Manager.

*Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

People

*Staffing and Scheduling of the shift and allocation of duties in the absence of Duty Manager.

*Assists in the learning and development of the team.

*Establishes and maintains open and collaborative relationships with associates and ensures associates do the same within the team.

Required Qualifications

Degree in Hospitality Management.

Work Experience

At least 1 year of relevant experience at a managerial position or 3 years of relevant experience at a supervisory level.

Languages Needed in Position

Key Interfaces- External

Key Interfaces- Internal

Behavioural Competencies

Process Excellence

Result Orientation

Collaborative Engagement

Change Championship

Growth Mindset

Guest Centricity

Personal Effectiveness

Equal Opportunities Employment at IHCL

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Front Office Executive