Front Office Executive

The Indian Hotels Company Limited (IHCL); Kolkata District; On-site; INR 350,000 - 550,000; Full time

Job summary

IHCL in Kolkata is seeking a Front Office Manager to ensure seamless guest services and smooth front desk operations in line with corporate standards. The role focuses on driving guest satisfaction, revenue levers like early check-in/late check-out, and coordinating with multiple departments to deliver personalised, flawless service.

IHCL values diversity and career growth; you will mentor staff, monitor guest feedback, and implement corrective actions to continually enhance guest satisfaction

Qualifications

• Degree in Hospitality Management is required.
• At least 1 year in a managerial role or 3 years in a supervisory role.
• English language is required.

Responsibilities

• Ensure smooth check-out with proper billing and documents.
• Coordinate with bell desk and other departments to deliver prompt service.
• Focus on revenue levers by encouraging early check-in and late checkout.
• Oversee shift closures and maintain records/reporting.
• Support in staff scheduling and development.

Skills

Front Office Leadership

Customer Service

Communication

Team Management

Upselling Revenue

Problem Solving

English Proficiency

Education

Degree in Hospitality Management

Job description

Job Description:

About IHCL

Indian Hotels Company Limited (IHCL) is a part of the Tata Group and is one of South Asias largest and most iconic hospitality companies. With a legacy of over 120 years, we are dedicated to delivering exceptional experiences to our guests through our diverse portfolio of hotels, resorts, and palaces.

Careers at IHCL

At IHCL, we believe our employees are our greatest asset. We are committed to fostering a dynamic work environment that encourages innovation, collaboration, and personal growth. Join us in creating memorable experiences and shaping the future of hospitality. Explore exciting career opportunities with us and be a part of a vibrant team that values passion, excellence, and diversity.

Job Objective

To ensure smooth running of front office operations with the objective of delivering seamless customer service to maximize guest satisfaction within the limits of corporate guidelines and standards..

Essential Job Tasks

• Ensure smooth check -out by keeping the bill ready with all the supporting documents. Inform the bell desk of any baggage assistance required by the guest. Seek feedback from the guest, elevate any complaints to the higher authority so that a proper and quick service recovery is done.
• Ensuring charging Early check in and Late checkout (Revenue Levers) charges and maximizing revenues.

Areas of Responsibility

Financials

• Works on assigned goals and prioritizes, organizes, and accomplishes the task along with the team.
• Assists the Front Office Manager/ Duty Manager in co-ordinating with various other departments in order to ensure personalized, prompt and flawless service to all guests.
• Focuses on generating incremental revenue through Early Check-in and Late Check-outs.
• Encourages the team to cross sell other hotel services like Spa, Restaurants, Travel Services.
• Monitors the business of competition hotels in terms of new accounts and rates.
• Ensuring charging Early check in and Late checkout (Revenue Levers) charges and maximizing revenues.
• Escalate to the room's controller in case the assigned room is not ready or as per guest preference.
• Upgrade the room in case the guest is willing to pay the difference in amount after checking the rooms' availability.
• Leverage upselling opportunities to the guest to maximize revenues.

Process

• Receive calls relating to front desk related work, rate queries, and reservations then responding accordingly. Forwarding any calls to relevant department. Receive wake-up call request from guests and record it in the wake call book and submit to the telephone operators.
• Escalate to the room's controller in case the assigned room is not ready or as per guest preference. Upgrade the room in case the guest is willing to pay the difference in amount after checking the rooms' availability. Leverage upselling opportunities to the guest to maximize revenues.
• Maintain daily records and prepare various report - airport pick up report, arrival report, and guest in house report and as per request of the management.
• Ensuring Guest Outstanding is within the high balance limits of hotels and GOP is secured for in-house guest.
• Ensure proper shift closures with adherence to statutory and TPAM guildlines.
• In addition to the above-mentioned duties and job functions, any other assignment given on an occasional basis or daily basis by the immediate superior or the management.

Customer

• Actively seeks information to understand and address guests needs.
• Prepares reports of guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken in consultation with the Duty Manager.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

People

• Staffing and Scheduling of the shift and allocation of duties in the absence of Duty Manager.
• Assists in the learning and development of the team.
• Establishes and maintains open and collaborative relationships with associates and ensures associates do the same within the team.

Required Qualifications

Degree in Hospitality Management.

Work Experience

At least 1 year of relevant experience at a managerial position or 3 years of relevant experience at a supervisory level.

Languages Needed in Position

English

Behavioural Competencies

• Process Excellence
• Result Orientation
• Collaborative Engagement
• Change Championship
• Growth Mindset
• Guest Centricity
• Personal Effectiveness

Equal Opportunities Employment at IHCL

At IHCL, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, age, national origin, disability, or any other status protected by applicable law. We encourage all qualified individuals to apply and join our team, where every voice is valued and respected.