Front Office Executive

IHCL; Hyderabad City Taluka; On-site; PKR 8,469,000 - 12,705,000; Full time

Job summary

A leading hospitality company in Hyderabad City Taluka is seeking a Front Office Manager to ensure smooth operations and deliver seamless customer service. The ideal candidate will possess a degree in Hospitality Management and have at least one year of managerial experience. Responsibilities include coordinating with departments for personalized service and monitoring guest feedback to enhance satisfaction.

Qualifications

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

Responsibilities

• Ensure smooth running of front office operations and deliver seamless customer service.
• Assist in coordinating with various departments to ensure personalized service.
• Monitor guest feedback and facilitate corrective actions.

Education

Degree in Hospitality Management

Job description

About IHCL

Indian Hotels Company Limited (IHCL) is a part of the Tata Group and is one of South Asia’s 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 / 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 coordinating with various other departments 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 work, rate queries, and reservations then respond accordingly. Forward any calls to the relevant department. Receive wake‑up call requests from guests and record them 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, escalating complaints to the higher authority so that a proper and quick service recovery is done. Maintain daily records and prepare various reports – airport pick‑up report, arrival report, guest in‑house report and as per management request. Ensure Guest Outstanding is within the high balance limits of hotels and that GOP is secured for in‑house guests. Ensure proper shift closures with adherence to statutory and TPAM guidelines. In addition to the above duties, take on any other assignment given occasionally or daily by the immediate superior or management.
• Customer: Actively seek information to understand and address guests’ needs. Prepare reports of guest feedback on TrustYou (Guest Email Feedback System) and on social media platforms and ensure appropriate corrective action is taken in consultation with the Duty Manager. Facilitate development of creative solutions to overcome obstacles and ensure implementation to continually improve guest satisfaction results.
• People: Staff and schedule shifts and allocate duties in the absence of the Duty Manager. Assist in the learning and development of the team. Establish and maintain open and collaborative relationships with associates and ensure 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

Equal Opportunities

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.