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Job Description
Overall in-charge of operations at all areas of Front Office, including Front Desk, Guest Relations, Pullman Connect, Business Centre, Airport Services, Doormen, Concierge and Bell Services and Executive Lounge.
Train and develop Assistant Managers, Managers, Executives and Supervisors in the department, in technical, administrative and managerial abilities, keeping an eye on future growth and succession planning.
Assist Front Office Manager in his duties and lead Front Office Department in his absence.
Lead by example on aspects of courtesy, helpfulness and grooming/overall presentation, setting the standard for all team members.
Assist, review and carry out performance appraisals of relevant department associates on time as scheduled (delegated in some areas).
Develop departmental training activity plans and ensure continuous professional development of all staff members.
Ensure that the entire department maintains compliance with Policies and Procedures as per the guidelines and hotel standards.
Assist Front Office Manager with establishing written guidelines and control mechanisms for operational consistency.
Maintain staffing levels in line with hotel occupancy and productivity, ensuring optimal resource allocation.
Ensure that checklists are followed in all sections of Front Office and conduct regular quality assurance inspections.
Ensure that check-ins and check-outs are efficient within the required timeframe and as per defined standards, whilst ensuring all guests entering the hotel are welcomed appropriately.
Manage guest feedback and complaints with professionalism, ensuring timely resolution and follow-up to enhance guest satisfaction.
Oversee revenue management initiatives and rate optimisation strategies in coordination with the Front Office Manager.
Monitor and control departmental budgets, identifying cost-saving opportunities whilst maintaining service excellence.
Liaise with other departments to ensure seamless coordination and delivery of integrated guest services.
Qualifications
Bachelor's degree in Hotel Management, Hospitality Management, Tourism, or a related field.
A diploma in Hotel Management may also be accepted by some hotels.
Minimum5-7 years of progressive experience in front office operations within a luxury hotel environment.
Proven supervisory or management experience with the ability to lead, train, and develop team members.
Proficiency in hotel property management systems (PMS) and related front office software applications.
Excellent communication and interpersonal skills with the ability to interact professionally with guests and staff at all levels.
Strong problem-solving abilities and a customer-centric approach to guest relations and complaint resolution.
Fluency in English; proficiency in additional languages (particularly Hindi or other Indian languages) is highly desirable.
Certifications in hospitality management, customer service, or front office operations are an added advantage.
Demonstrated commitment to maintaining high standards of personal grooming, presentation, and professional conduct.
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