Assistant Manager - Front Desk

Job Summary

To ensure smooth running of front office operations with the objective of delivering seamless customer service to maximize guest satisfaction within the limits of corporate guidelines and standards.

Location: Mumbai

Responsibilities

• Financials
  • Works on assigned goals and prioritizes, organizes, and accomplishes the tasks along with the team.
  • Assists the Front Office Manager/ Duty Manager in co-ordinating with various other departments in order to ensure personalized, prompt and flawless service to all guests.
  • Ensures daily performance and manages revenue through revenue and yield management techniques.
  • Focuses on generating incremental revenue through Early Check-in and Late Check-outs.
  • Encourages the team to cross sell other hotel services like Spa, Restaurants, Travel Services.
  • Monitors the business of competition hotels in terms of new accounts and rates.
• Process
  • Greet and assist guests with check-in, check-out, and other requests. Ensure that guests needs are met, providing excellent customer service at all times.
  • Handle guest complaints or issues efficiently and professionally, escalating to the Duty Manager when necessary. Oversee the daily activities of front desk agents, ensuring high levels of performance and adherence to procedures.
  • Assist in training new staff, providing guidance on customer service standards, hotel policies, and procedures. Monitor staffing levels, adjusting schedules to ensure adequate coverage during peak times.
  • Assist in managing reservations, both online and over the phone, ensuring accuracy and promptness. Maintain guest records, including personal information and billing details, in accordance with hotel policies.
  • Ensure proper handling of cash, credit card transactions, and financial records.
  • Collaborate with housekeeping, maintenance, and other hotel departments to ensure a seamless guest experience.
  • Communicate guest preferences or special requests to relevant departments.
  • Assist in implementing and enforcing hotel policies and procedures. Ensure compliance with health, safety, and security regulations.
  • Ensure that the allotted room, registration card and keys are ready before guest arrival. Check with bell desk for delivery of baggage to room on time.
  • Receive calls relating to front desk related work, rate queries, and reservations then responding accordingly. Forwarding any calls to relevant department. Receive wake-up call request from guests and record it in the wake call book and submit to the telephone operators.
  • Escalate to the room s controller in case the assigned room is not ready or as per guest preference. Upgrade the room in case the guest is willing to pay the difference in amount after checking the rooms availability. Leverage upselling opportunities to the guest to maximize revenues.
  • Ensure smooth check -out by keeping the bill ready with all the supporting documents. Inform the bell desk of any baggage assistance required by the guest. Seek feedback from the guest, escalate any complaints to the higher authority so that a proper and quick service recovery is done.
  • Ensuring charging Early check in and Late checkout (Revenue Levers) charges and maximizing revenues.
  • Maintain daily records and prepare various report - airport pick up report, arrival report, and guest in house report and as per request of the management.
  • Ensuring Guest Outstanding is within the high balance limits of hotels and GOP is secured for in-house guest.
  • Ensure proper shift closures with adherence to statutory and TPAM guildlines.
  • In addition to the above-mentioned duties and job functions, any other assignment given on an occasional basis or daily basis by the immediate superior or the management.
  • Adherence to the Tata code of conduct, safety policies and values of the organization as defined.

Qualifications

• Required Qualifications

  Degree in Hospitality Management

• Work Experience

  At least 1 year of relevant experience at a managerial position or 3 years of relevant experience at a supervisory level.

Competencies

• Process Excellence
• Result Orientation
• Collaborative Engagement
• Change Championship
• Growth Mindset
• Guest Centricity
• Personal Effectiveness