Job Description

Job Responsibilities

Ensure NPS Targets are attained


To ensure proper coordination with various departments


To ensure brand and experience standards have been adhered to


Implement systems and procedures to achieve higher cost efficiency


Sell premium rooms to the guest by skillful salesmanship (up selling)


To ensure customer feedback is taken and acted upon


To constantly strive to innovate with ideas which would lead to better results


To assist the Guest Relations Manager in ensuring smooth operations


Assist in implementing T.B.E.M processes


Handling the guest check-ins

Extend and ensure warm and courteous service to all the guests, the Management and employees of the Hotel


Be informed on the daily room position


To ensure welcome experience targets are met


Welcome letters the next day are prepared & sent to EAM's office


Have detailed information regarding arrivals, their room requirements and expected departures of the day


To make sure check in and check out process carried out with proper documentation


To ensure various payment modes are handled as per directions


Check on VIP reservations for the day and issue VIP amenities voucher for fruits, flowers and beverages, etc., in consultation with the Duty Manager


Greet all guests and address them by name whenever you see him/her and ensure all required details like date of departure, address and mode of payment, etc., are filled-in properly on the registration card


Ensure good ready room according to guest preferences is allotted to the guest and ensure the registration card with the correct rate is given to all guests during check-in


Ensure all the complaints from the guests are handled delicately and informed to the Guest Relations Manager


Ensure proper documentation and updation of records

Cross check Housekeeping occupancy report and inform the Duty Manager about discrepancies


Feed in the data collected from the guest through the registration card/business card, on to the Computer and update guest profiles on a regular basis


Handle scanty baggage guests very carefully and keep the Bell Desk, Housekeeping and Security departments informed about any suspicious incidents


Check if the Morning meeting reports(Guest In House, upgrades, Updated Single Window from Mr. Ray, DBR) & Allowance Vouchers are submitted to the FOM


Ensure that all guest/internal correspondence is filed and maintained systematically


Ensure all messages are transmitted in time and also that messages are sent to the guests with regard to any requests from them


Answer all incoming calls for guests in their absence and convey/record all messages


Handle all guest mail, parcels, telegrams as per laid down procedures


Keep information aids like time tables, road maps, Hotel guide, etc., handy for guest usage.


Tracking and controlling budget for guest supplies


Ensure that the log book is read and signed every day before the shifts


Guest complaints and requests

Attend to guest complaints and inform the concerned departments


Organize basic medicals such as (medicines, pills, band- aids)


Communicate particular guest demands and communicate to concerned department


Checks and coordination

Proper monitoring and scheduling of OYG


To ensure regularization of check out feedback


Daily checklist to be filled and filed


TPAM points to be checked as per checklist, with daily adherence to targets


Ensure proper co-ordination with airport reps


Co-ordinate with Activities regarding promotion of various packages



Job Requirements

Ensure NPS Targets are attained


To ensure proper coordination with various departments


To ensure brand and experience standards have been adhered to


Implement systems and procedures to achieve higher cost efficiency


Sell premium rooms to the guest by skillful salesmanship (up selling)


To ensure customer feedback is taken and acted upon


To constantly strive to innovate with ideas which would lead to better results


To assist the Guest Relations Manager in ensuring smooth operations


Assist in implementing T.B.E.M processes


Handling the guest check-ins

Extend and ensure warm and courteous service to all the guests, the Management and employees of the Hotel


Be informed on the daily room position


To ensure welcome experience targets are met


Welcome letters the next day are prepared & sent to EAM's office


Have detailed information regarding arrivals, their room requirements and expected departures of the day


To make sure check in and check out process carried out with proper documentation


To ensure various payment modes are handled as per directions


Check on VIP reservations for the day and issue VIP amenities voucher for fruits, flowers and beverages, etc., in consultation with the Duty Manager


Greet all guests and address them by name whenever you see him/her and ensure all required details like date of departure, address and mode of payment, etc., are filled-in properly on the registration card


Ensure good ready room according to guest preferences is allotted to the guest and ensure the registration card with the correct rate is given to all guests during check-in


Ensure all the complaints from the guests are handled delicately and informed to the Guest Relations Manager


Ensure proper documentation and updation of records

Cross check Housekeeping occupancy report and inform the Duty Manager about discrepancies


Feed in the data collected from the guest through the registration card/business card, on to the Computer and update guest profiles on a regular basis


Handle scanty baggage guests very carefully and keep the Bell Desk, Housekeeping and Security departments informed about any suspicious incidents


Check if the Morning meeting reports(Guest In House, upgrades, Updated Single Window from Mr. Ray, DBR) & Allowance Vouchers are submitted to the FOM


Ensure that all guest/internal correspondence is filed and maintained systematically


Ensure all messages are transmitted in time and also that messages are sent to the guests with regard to any requests from them


Answer all incoming calls for guests in their absence and convey/record all messages


Handle all guest mail, parcels, telegrams as per laid down procedures


Keep information aids like time tables, road maps, Hotel guide, etc., handy for guest usage.


Tracking and controlling budget for guest supplies


Ensure that the log book is read and signed every day before the shifts


Guest complaints and requests

Attend to guest complaints and inform the concerned departments


Organize basic medicals such as (medicines, pills, band- aids)


Communicate particular guest demands and communicate to concerned department


Checks and coordination

Proper monitoring and scheduling of OYG


To ensure regularization of check out feedback


Daily checklist to be filled and filed


TPAM points to be checked as per checklist, with daily adherence to targets


Ensure proper co-ordination with airport reps


Co-ordinate with Activities regarding promotion of various packages