Front Desk Manager

Hilton; Gurugram District; On-site; INR 350,000 - 550,000; Full time

Job summary

Hilton in Gurugram is seeking a proactive Front Office professional to manage daily guest services, coordinate shifts, and ensure compliance with hotel policies. The role emphasizes guest satisfaction, effective communication, and teamwork across Security, Housekeeping, Concierge, and Travel Desk.

You will supervise room allocation, check-in/out, and guest requests, while maintaining records and reporting on occupancy and revenue performance. A strong service mindset is essential.

Responsibilities

• Maintain front office policies and guidelines and ensure they are followed and implemented.
• Staffing and scheduling of the shift and allocation of duties.
• Coordinate with Security and Housekeeping to meet security, hygiene and aesthetic standards.
• Act as a One Point Contact for the guest; interact to solicit feedback.
• Prepare reports on Occupancy, Average rates, Reservations, etc.
• Monitor daily performance and manage revenue through yield management techniques.
• Maintain Guest History System and update guest profiles.
• Monitor the business of competition hotels in terms of new accounts and rates.
• Coordinate operations with Concierge, Travel Desk, Guest Services Hotline or sub departments.
• Ensure statutory requirements for in-house guests (C–Forms etc.) are met.
• Maintain high standards of personal appearance, grooming and hygiene as per 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 assigned by management to meet business demand.

Skills

Customer service

Communication skills

Teamwork

Flexibility

Initiative

Problem solving

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

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.