Purpose
Supervises All day to day routine task of Front office , has the authority to hire ordischarge, plans and assigns work assignments, give training for newly recruitedemployees, audit and inspects Front office personal work assignment and requisition supplies.Prepares and assist General manager for all financial budget and budget controlling for thedepartment. Over look resort operations as an when require along with Food & Beverage Manager.
Special Requirements
Has Ability to work in operational team and taking lead in assisting group arrival and checkout for smooth guest exits during check out. Has passion to lead a team of local youngsters and non-hotel management background staff Need to physically fit to cover a larger property every day on walks Should be self-motivated and can lead team by example. Has 2 - 3 years of relevant experience in 5 star hotels or resorts Has patience’s to work in remote location and love towards wildlife. Possesses excellent English, math and psychometric abilities Possesses aptitude and upward mobility Technical education in Hospitality management is mandatory.
Major Responsibilities
- Is directly responsible for the day to day key processes in his/her area of work
- Assists his/her supervisor in executing the day to day operational requirements
- Assumes training responsibilities when required; demonstrates a high degree of standards
awareness; promotes teamwork and acts as role model
- Attends all scheduled training sessions
- Actively offers operational, employee and customer (internal and external) related feedback
to management
- Displays warmth, care and genuine enthusiasm when dealing with guests and internal
customers
- Adheres to the hotel's code of conduct and grooming & hygiene standards
- Is seen as working hands-on, assists colleagues in crunch times; Walks the talk
- Actively participates in briefings and meetings
- Maintains a clean and orderly work area and promotes a safe working environment
- Performs any additional duties as assigned
Duties And Responsibilities
- Checking all Arrivals rooms randomly to ensure rooms offered to guest are on set standards
by the organization.
- Planning and working closely with maintenance team on daily basis on all check out room
and also planning for preventive maintenance.
- Greets guest and processes guest registration.
- Implement and maintain superior guest service and philosophy which serves as a guide to
desk agent.
- Provide consistent, superior customer service when greeting and registering guest,
- Deliver resolution to customer problems, such as discounts, adjustments to bills or
complimentary rooms to compensate for any inconvenience as directed
- Responsible leader and trainer to front desk team ensuring they are mentored, supported
and empowered to provide the highest quality of service at all times
- Act as head cashier for the property; review and resolve billing and manage manager’s cash
bank during assigned shift
- Ensure all guest opportunities are followed up quickly, efficiently and courteously, and
completed to satisfaction of the guest and that service obstacles are identified and resolved
- Meet department revenue goals by delivering and holding staff accountable to deliver up
sell opportunities for all of the products and services.
- Maintain an organized and comprehensive filing system with documentation of purchases,
schedules, forecasts, reports and tracking logs
- Maintains monitors and prepares guest/group requirements keeping information up to date
and relays information as needed
- Ensure to meet all occupied in-house guest and arrivals guest and keep GM informed if any
important & potential guest too meets.
- Recognise return guests and ensure all guests expectations are met and exceeded at all
times.
- To maintain guest history, room history, repeated guest client history and to keep Gm
updated of same.
- To maintain daily, weekly, monthly and yearly sales report and previous years consolidated
data.
- Ensure to have a check for the drivers on shift details and to train and develop bottom line
staff for season.
- Ensure all guest account details are correct and accurate.
- Ensure to keep track for current, future and advance booking.
- To maintain the records for advance cash and keep a float cash as approved by GM.
- To maintain and create record for the entire daily, weekly, monthly and yearly business
records generated from room division.
- To create and maintain segment wise business received in entire financial year.
- To record data and ensure to keep a backup throughout till association with company of
travel agent and partners for future business.
- Monitor all activities of front desk on everyday basis and ensure compliance to all policies
and procedures to maintain exceptional quality of services.
- Maintain records of all data and forecasts arrival and departure of guests on an everyday
basis and ensure an effective night team to ensure smooth operations.
- Maintain and check bills of any error, ensuring things are billed according reservation details
and in case of any discrepancy to be notified to GM.
- All discounts and allowance to be passed as per approval of GM.
- You are entitled to provide 10% discount for room sale during negotiation.
- Keeps current on hotel accommodations, services and area attractions.
- Able to get on with others and be a team-player
- Knowledge of latest Front office training tools & Software
- Responds to customer inquiries for information.
Reports to General Manager / Management
Skills: operations,front office,front office operations,problem solving,organizational skills,communication skills,budget management,customer,technical knowledge in hospitality,hospitality management,team leadership,customer service,training and development,guest relationship management
