Team Leader - Front Office

FAIRMONT; Mumbai; On-site; INR 4,00,000 - 6,00,000; Full time

Job summary

A luxury hotel chain in Mumbai is seeking a dedicated individual to supervise the reception and ensure effective customer service. Responsibilities include liaising with different departments, training team members, and maintaining operational standards. The ideal candidate should possess strong leadership qualities and excellent communication skills. Join us in delivering exceptional service and enhancing guests' experiences.

Qualifications

• Strong leadership abilities to enhance team performance.
• Excellent communication skills for effective customer service.
• Proven experience in administration and operational excellence.

Responsibilities

• Liaise with departments for coordinated work.
• Supervise reception for effective operation.
• Train reception team to meet standards.

Skills

Customer Service Skills

Leadership

Problem-solving

Job description

Responsibilities

Administration

• Liaise with different departments for smooth and co-ordinated work.
• Should ensure that the team members are adhering to the Human Resource policies.

Customer Service

• Supervise the overall functioning of the Reception, ensuring an efficient and effective operation.
• To train the Reception team.
• Ensure to perform the tasks as per the standards, which include daily administration, meeting and greeting visitors, dealing with queries and complaints, and booking rooms.

Financial

• Provide effective support to the team to enable them to provide effective and efficient services.
• Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction

Operational

• Required to maintain and improve the department’s efficiency through the training and development of the team.
• Ensure seamless co-operation with all related departments to ensure appropriate service delivery standards are met.
• Ensure that the reception team is fully aware of their roles and carry out duties conforming to the Procedure Manual.
• Display a proactive approach in implementing initiatives to provide an improved service in all areas.
• Handle additional responsibilities as and when delegated by the Management.
• Ensure quality in all aspects of the job.
• Maintain records of all banquet functions in the hotel.
• Liaise with other departments for the effective resolution of day-to-day administrative and operational issues.
• Supervise and monitor the activities of reception ensuring quality customer service.
• Ensure to maintain Front Office log book and shift reports.
• Ensure all guests receive a swift, smooth, professional and friendly check in and check out.

Personnel

• Ability to accept responsibility.
• Self confidence, motivation, drive and tenacity.
• Ability to enhance organizational performance.
• Ability to clearly delegate tasks and responsibilities.
• Ability to think strategically, inductively, and creatively.
• The propensity to recognize and acknowledge other people’s ideas.

Other Duties

• Ensure cleanliness of all areas under the Front Office viz., Lobby, corridors, main staircase and drive away.
• Helping other department in case of emergency.