Front Desk Manager

Hilton; Gurugram District; On-site; INR 450,000 - 600,000; Full time

Job summary

Hilton Gurugram is seeking a Front Office professional to ensure guest satisfaction and smooth guest processes. You will maintain policies, manage check-ins/check-outs, and liaise with Security and Housekeeping to uphold service standards.

The role requires proactive communication, a customer-first approach, and strong teamwork to deliver a consistently superior guest experience.

Qualifications

• Customer service mindset focused on guests' needs
• Clear and proactive communication with guests and colleagues
• Flexible and proactive in adapting to changing requirements
• Strong teamwork and collaboration with hotel departments

Responsibilities

• Room allocation and smooth Check In & Check Out
• Supervise Front Office operations and ensure policy compliance
• Coordinate with Security and Housekeeping for safety and cleanliness standards
• Maintain the Guest History System and update guest profiles
• Prepare reports on Occupancy, Average Rate, and Reservations
• Monitor daily performance and support revenue management activities
• Ensure guest satisfaction by providing prompt, efficient service and handling VIP movement

Job description

• 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.)