Assistant Front Office Manager

Hilton; Gurugram District; On-site; INR 400,000 - 600,000; Full time

Job summary

Hilton Gurgaon is seeking a Front Office Supervisor to lead guest services, supervise shifts, and ensure smooth check-in/check-out while maintaining high service standards. You will coordinate with Security and Housekeeping, monitor revenue and occupancy, and mentor team members to deliver consistent hospitality.

This role requires a proactive communicator, flexible with shifts, and able to uphold hotel policies and guest satisfaction.

Qualifications

• Experience in guest services in a hotel environment.
• Ability to supervise front office operations and guest interactions.
• Willingness to work flexible shifts and manage multiple tasks.
• Knowledge of hotel policies, safety standards and SOPs.

Responsibilities

• Maintains high customer service focus with guests at all times.
• Supervises shift staffing and duty allocations; coordinates with security and housekeeping.
• Ensures smooth check-in/check-out and handles guest requests.
• Monitors occupancy, average rate, and reservations; supports revenue management.
• Prepares reports on performance and guest satisfaction; mentors team members.
• Acts as a point of contact for guests and seeks feedback for service improvement.

Skills

Customer service

Communication

Flexibility

Teamwork

Staff scheduling

Guest relations

Attention to detail

Job description

• To maintain a high customer service focus by approaching your job with the customers always in mind.
• To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
• To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
• To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.
• To maintain an environment that promotes flair, creativity and consistency in the quality of customer service delivery and presentation.
• To ensure that all Front Office related polices and guidelines are followed and implemented.
• Staffing and Scheduling of the shift and allocation of duties.
• Implement systems and procedures that achieve higher cost efficiency and guest satisfaction.
• Facilitate learning and development for all the team members of the outlet
• Performance Appraisal/ Management of the staff in the department.
• Maintain the Log Book and effective follow up system, Check the daily arrival list and monitor all VIP movement.
• Ensure that the guest has a pleasant stay by supervision of;
• Room allocation
• Smooth Check In & Check Out
• Special requirements of the guest
• Co-ordinate with departments like Security and Housekeeping to ensure that all the security, hygiene and aesthetic standards of the hotel are met.
• Act as a ‘One Point Contact’ for the guest; constantly interact with guests in order to solicit feedback.
• Prepare reports on Occupancy, Average rates, Reservations etc.
• Monitor daily performance and manage revenue through revenue and yield management techniques.
• Ensure through regular monitoring of SALT and feedback, prompt, efficient and accurate service to all guests.
• Maintain the Guest History System and updating of all the guest profiles.
• Monitor the business of competition hotels in terms of new accounts and rates.
• Ensure that all the operational standards set for all the processes are followed.
• Co-ordinate operations with Concierge, Travel Desk, Guest Services Hotline or any other sub departments, through the guest cycle.
• Ensures norms, procedures and systems for safety and security of guest belongings (e.g. Lockers, Left luggage etc.) are followed.
• Maintain regular contacts with corporate and individual customers, and build strong relationships with them.
• Ensure that all the statutory requirements for in house guests are met (C-Forms etc.)
• Maintain high standards of personal appearance, grooming and hygiene in accordance with the hotel policy

Job Description

Main Section

• To maintain a high customer service focus by approaching your job with the customers always in mind.
• To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
• To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
• To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
• To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.
• To maintain an environment that promotes flair, creativity and consistency in the quality of customer service delivery and presentation.
• To ensure that all Front Office related polices and guidelines are followed and implemented.
• Staffing and Scheduling of the shift and allocation of duties.
• Implement systems and procedures that achieve higher cost efficiency and guest satisfaction.
• Facilitate learning and development for all the team members of the outlet
• Performance Appraisal/ Management of the staff in the department.
• Maintain the Log Book and effective follow up system, Check the daily arrival list and monitor all VIP movement.
• Ensure that the guest has a pleasant stay by supervision of;
• Room allocation
• Smooth Check In & Check Out
• Special requirements of the guest
• Co-ordinate with departments like Security and Housekeeping to ensure that all the security, hygiene and aesthetic standards of the hotel are met.
• Act as a ‘One Point Contact’ for the guest; constantly interact with guests in order to solicit feedback.
• Prepare reports on Occupancy, Average rates, Reservations etc.
• Monitor daily performance and manage revenue through revenue and yield management techniques.
• Ensure through regular monitoring of SALT and feedback, prompt, efficient and accurate service to all guests.
• Maintain the Guest History System and updating of all the guest profiles.
• Monitor the business of competition hotels in terms of new accounts and rates.
• Ensure that all the operational standards set for all the processes are followed.
• Co-ordinate operations with Concierge, Travel Desk, Guest Services Hotline or any other sub departments, through the guest cycle.
• Ensures norms, procedures and systems for safety and security of guest belongings (e.g. Lockers, Left luggage etc.) are followed.
• Maintain regular contacts with corporate and individual customers, and build strong relationships with them.
• Ensure that all the statutory requirements for in house guests are met (C-Forms etc.)
• Maintain high standards of personal appearance, grooming and hygiene in accordance with the hotel policy

This position includes night shift week as well as early and late shifts on rotational basis.

• To be flexible and undertake any other duties and responsibilities as assigned by the management to meet business demand and guest service need from time to time.
• Financial
• To ensure that revenues and/or cost controls are maximized through proactive actions rather than reactive management.
• To ensure current knowledge of key hotel and department financial targets
• To maintain a working knowledge of key costs associated with the department
• To assist in the preparation of budgets and/or forecasts if required
• Administration
• To assist in any inventory/stock taking as/when required.
• To ensure that all projects, departmental reports, schedules, are completed accurately and punctually.
• To participate in monthly staff meetings and daily follow up action briefings
• To assist in updating sections of the Departmental Operations Manual when required.
• To ensure weekly schedules are completed according to advance notice requirements, considering also employee requests favorably and ensuring employee productivity/multi-skilling is maximized to control payroll costs.
• To be demanding of quality focused standards and not accept those below hotel specifications.
• To demonstrate full working knowledge of all duties and tasks in the place of work.
• To provide a friendly, courteous and professional service at all times to both internal and external customers.
• To ensure confidentiality of all information regarding guests/staff and/or the hotel operations is not disclosed to unauthorized persons at any time.
• To be flexible and undertake any other reasonable duties and responsibilities as assigned, including redeployment o to alternative departments/areas if required, to meet business demands and guest service needs.