Assistant Front Office Manager

Hilton Hotels; Gurugram District; On-site; INR 223,000 - 391,000; Full time

Job summary

Hilton Hotels in Gurugram seeks a Front Office/Guest Services professional to uphold exceptional guest experiences and drive efficient hotel operations. The role emphasizes guest satisfaction, responsive service, and collaboration across departments to ensure smooth check-in/check-out and personalized guest care.

The ideal candidate will coordinate with security, housekeeping and concierge teams, maintain guest records and reports, and contribute to revenue optimization through attentive service

Responsibilities

• Maintain high customer service focus by always prioritising the customer.
• Resolve issues proactively with clear communication to guests and colleagues.
• Be motivated to learn new skills and improve personal performance.
• Be flexible and adapt quickly to changing requirements and tasks.
• Support team collaboration to achieve goals.
• Promote flair, creativity and consistency in service presentation.
• Ensure Front Office policies and guidelines are followed.
• Staff and schedule shifts and allocate duties.
• Implement systems to improve cost efficiency and guest satisfaction.
• Facilitate learning and development for outlet staff.
• Manage staff performance and conduct appraisals.
• Maintain Log Book, monitor daily arrivals and VIP movements.
• Supervise room allocation, check-in/check-out, and guest special requirements.
• Coordinate with Security and Housekeeping to meet standards.
• Act as a single point of contact for guests and solicit feedback.
• Prepare reports on occupancy, reservations and rates.
• Monitor performance and manage revenue using yield management principles.
• Ensure prompt service by monitoring SALT and guest feedback.
• Maintain Guest History System and update guest profiles.
• Monitor competitor hotels for new accounts and rates.
• Ensure operational standards are followed across processes.
• Coordinate with Concierge, Travel Desk and Guest Services to support guests.
• Ensure safety and security of guest belongings.
• Maintain relationships with corporate and individual customers.
• Meet statutory requirements for in-house guests (C-Forms).

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;
  • o Room allocation
  • o Smooth Check In Check Out
  • o 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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.