Front Office Executive

Indian Hotels Company (IHCL); Udaipur District; On-site; INR 3,00,000 - 5,00,000; Full time

Job summary

A leading hospitality firm in Udaipur seeks a Front Office Manager to ensure exceptional customer service and smooth operations. The role requires at least 1 year of managerial experience or 3 years at a supervisory level in hospitality. Candidates must hold a degree in Hospitality Management. Strong guest-centric and collaborative skills are essential for this position, offering the opportunity to enhance guest satisfaction and team development.

Qualifications

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

Responsibilities

• Ensure smooth running of front office operations focusing on guest satisfaction.
• Assist in coordinating with other departments for prompt service.
• Generate revenue through early check-in and late check-out opportunities.

Skills

Process Excellence

Result Orientation

Collaborative Engagement

Change Championship

Growth Mindset

Guest Centricity

Personal Effectiveness

Education

Degree in Hospitality Management

Job description

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

Essential Job Tasks

Areas of Responsibility

Financials

• Works on assigned goals and prioritises, organisations 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 personalised, 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 maximising revenues.
• Escalates 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 maximise revenues.

Process

• Receive calls relating to front desk related work, rate queries, and reservations then respond accordingly.
• Forward any calls to relevant department.
• Receive wake‑up call request from guests, record it in the wake‑call book and submit to the telephone operators.
• Ensure smooth check‑out by keeping the bill ready with all supporting documents. Inform the bell desk of any baggage assistance required by the guest.
• Seek feedback from the guest, and if complaints occur, escalade to higher authority for proper and quick service recovery.
• Maintain daily records and prepare various reports – airport pick‑up report, arrival report, and guest in‑house report – as per management requests.
• Ensure 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 guidelines.
• 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

Key Interfaces- External

Key Interfaces- Internal

Behavioural Competencies

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