Ensure guests receive the highest level of personalized service. Address and resolve guest complaints or issues promptly, escalating to the Head of Department (HOD) when necessary, and follow up to ensure guest satisfaction.

Room Management:

Oversee room allocations and updates. Ensure that special guest requests are met and maintain regular contact with guests to ensure a pleasant stay.

Operational Oversight:

Supervise daily front office operations, including check-ins, check-outs, and reservations. Ensure smooth coordination with other departments.

Staff Supervision:

Train, mentor, and manage front office staff. Ensure all team members adhere to hotel standards and policies.

System Proficiency:

Utilize hotel management software to manage bookings and reservations. Ensure all data is accurately entered and updated.

Market Awareness:

Stay informed about market trends, competition, and positioning. Implement strategies to maintain a competitive edge.

Reporting:

Prepare and present regular reports on front office activities, guest feedback, and occupancy rates to the HOD.

General Duties:

Maintain high standards of grooming and hygiene. Build strong working relationships with colleagues and other departments. Be willing to take on additional assignments as required.

Ensure Booking Process Compliance:

Ensure that the process for booking guests is followed accurately and consistently by all team members.

System Improvement Suggestions:

Make suggestions on how best to improve the booking system or other operational systems to streamline processes and enhance efficiency.

Strategy Implementation:

Implement and develop plans and strategies to ensure that all team members work consistently and follow established procedures.

Performance Review Plans:

Develop performance review plans for the reception team to reward excellent work and address any team issues or areas for improvement.

Performance Reporting:

Provide detailed reports to HOD on the performance and efficiency of the reception desk.

Desk Coverage:

Provide cover when required to ensure the reception desk is manned at all times, maintaining seamless operations.

Master Key Security:

Hold the master key for all rooms in the hotel and ensure it is kept secure and not given out to unauthorized persons.

Reservation Handling:

Take reservations over the phone or via the online booking system, ensuring accuracy and efficiency.

Health and Safety Training:

Ensure that all team members are appropriately trained on health and safety protocols and follow them within their working environment.

Quality Assurance:

Ensure the quality of work performed by the reception team is consistent and meets the hotels expectations and standards.

Pre-requisites:

Bachelors or Masters Degree in Hotel Management from a recognized institute

Minimum of 2 years of experience in hotel management, preferably in a supervisory role

Proficiency in English and Hindi (both written and spoken)

Strong computer skills, including proficiency in MS Office and hotel management software

Excellent guest management, hospitality skills, telephone etiquette, problem-solving abilities

Strong leadership and team management abilities

Ability to work effectively under pressure and handle multiple tasks

Willingness to work flexible hours and rotational shifts as required.

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