Responsible for the smooth functioning and for the satisfactory rooming and welfare of all guests of the hotel.
Responsible for Reception, Concierge operations, Telephones, Hospitality and Cashier.
Liaise with different departments for smooth and coordinated work.
Ensure cleanliness of all areas under the Front Office, Lobby, corridors, main staircase and drive away.
Ensure to interact with the guests & enable the team to understand guest requirements.
Key Responsibilities:
Front Office Planning
Ensure that the arrivals and departures for the day and relevant records are maintained.
Ensure quality in all aspects of work and among the staff in the lobby.
People Management
Personally welcome and escort all guests of the hotel.
Authorize courtesies for V.I.P’s.
Ensure that regular training is conducted as per the standards.
Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.
Financial Management
Responsible for maintaining high level of room sales, by up-selling.
Ensure maximum room occupancy within agreed overbooking policy.
Ensure to balance the accounts on a daily basis.
Operational Management
Adhere to the Standard Operating Procedures & policies.
Check out-standings of in-house guests on a daily basis.
To check whether the following records are kept in order and up to date.
“C” forms
Reception / Information Log Book
Ensure that the luggage of incoming and outgoing guests is handled quickly and efficiently.
Ensure that all mail and messages awaiting arrival of incoming guests are promptly delivered.
Check the grooming and hygiene of the team.
Ensure all V.V.I.P room inspection in coordination with House Keeping Department.
Ensure that newspapers and parcels are delivered in the rooms without delay.
To be readily available at all times to deal with problems or complaints.
Ensure effective and speedy check-in & check-out facilities.
Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.
Ensure that the entrance is easily accessible to cars and taxis at all times.
Conduct briefing for concierge and Front Desk Associate’s
Managerial Qualities
Leadership skills that utilize persuasion and motivation to attain organizational goals is the most desirable management quality, followed by honesty, integrity, ethical behavior, tactfulness, openness, and cultural awareness;
Ability to accept responsibility;
Self confidence, motivation, drive and tenacity;
Ability to enhance organizational performance;
Ability to clearly delegate tasks and responsibilities;
Ability to think strategically, inductively, and creatively;
and the propensity to recognize and acknowledge other peoples’ ideas.
Qualifications
3 to 4 years of experience in a similar role within hospitality.
Strong leadership and communication skills.
Proficient in hotel management software (e.g., Opera, PMS).
Ability to handle guest complaints and solve problems efficiently.
Fluent in English (spoken and written)
Ability to work under pressure and manage shifts, including weekends and holidays.
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