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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.
Additional Information
WHAT IS IN IT FOR YOU:
- Come As You Are
- Work With Purpose
- Grow, Learn and Enjoy
- Explore Limitless Possibilities