Front Office Manager - ETV

Hilton

8 - 11 years

9 - 10 Lacs

bengaluru

Posted:19 hours ago| Platform:

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Skills Required

housekeeping training hospitality front office public relations payroll customer service catering operations recruitment

Work Mode

Work from Office

Job Type

Full Time

Job Description

As the Front Office Manager, you will be responsible for performing the following tasks to the highest standards:
Maintain high customer service focus by approaching your job with the customers always in mind.
Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
Be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
Actively seek verbal feedback from customers and team members at every opportunity.
Agree and implement actions to make improvements to customer service.
Positively dealing with and learn from customer complaints and comments with follow-up and feedback to the Director of Operations.
Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
Be available to assist on duty in the hotels during any busy days or special events.
Maintain a presence in the lobby setting the example for team members for guest service.
Be proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before the guests ask.
Have detailed knowledge of Hilton departmental standards, explaining the standards to the team and training each team member individually with specific job skills checklists that relate to their responsibilities.
Assess team members performance against standards.
Monitor standards through regular standards review checks.
Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service.
Implement and follow through with improvements identified.
Demonstrate positive leadership characteristics which inspire team members to meet and exceed standards.
Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy and external events, promotions etc. ).
Communicate effectively with Housekeeping, groups and tours about any in-house group holding catering events, ensuring direct liaison with group leaders upon arrival for special requests.
Describe, assign and delegate duties and authority for the operation of the department at all times.
Understand the situation in other departments and their implications for your own department.

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