Job Description

Job Responsibilities Broad objective of the role An Assistant Front Office Manager assists in supervising the Front Office Team to ensure that Team Members are prepared and well-informed to deliver Guests an exceptional experience from check-in through check-out. Functions as the strategic business leader of the hotel-s Front Office Operations. Areas of responsibility include Reception, Cashiering, Travel Desk, Telephone Operations, Business Centre. The position ensures Front Office Operations meet the brand\'s standards, targets customer needs, ensures associate satisfaction, focuses on growing revenues and maximizes the financial performance of the department. Areas of Responsibility .Reviews guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken. .Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results. .Reviews arrival list every day and ensures guest preferences of repeat guests, VIPs, Inner-circle and Chambers members are communicated and delivered by the concerned departments. .Maintains regular contacts with corporate and individual guests, and builds strong relationships with them. .Makes oneself available in the lobby during busy operational hours and interacts with the guests to solicit feedback for any required process improvements. .Meets all VIPs, Repeat Guests, Inner-circle Members, Chambers Member and HWC (Handle with Care) guests, on arrival or during the stay and ensures they have a seamless experience. -.Conducts Rooms Checks with the Executive Housekeeper and Chief Engineer every day for VVIP and HWC guests arrival rooms. .Conducts internal audits of basic processes of Rooms Division in a systematic manner to check adherence and control deviations. .Overviews and co-ordinates with the Chief Engineer and Executive Housekeeper with regards to room refurbishments, renovations and shutdowns for maintenance activities. .Reviews all group bookings, smooth check-in/check outs of all guests with proper preparation and settlement of invoices. .Ensures speedy and timely actions during emergency situations as per the SOP guidlines. .Reviews Early check-in, Late Check-out and drives upselling opportunities in the department. Job Requirements Functional Competencies Budgeting & Forecasting Knowledge of HR, Training, Sustainability, Revenue Management, Financials tools & techniques Business Acumen Written & Verbal Communication Property Management & Guest Feedback System Safety & Hygiene Practices Behavioural Competencies Strategic Thinking Analytical Approach Coaching and Mentoring Team Building & Orientation Interpersonal Effectiveness Result Orientation & Entrepreneurial Drive Customer Centricity Conflict resolution/ Managing Crisis Decision Making Mutual Respect

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