Front Office Executive

Job Title

Front Office Executive

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.

Job Details

• Business Unit: Vivanta Vadodara
• Department: Front Office

Job Description

Job Objective

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..

Essential Job Tasks

• 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.
• Makes oneself available in the lobby during busy operational hours and interacts with the guests to solicit feedback for any required process improvements.
• Responds to and handles guest problems and complaints.

Areas of Responsibility

Planning & Financials

• Works on assigned goals and prioritizes, organizes, and accomplishes the task 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.
• 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. Ensuring charging Early check in and Late checkout (Revenue Levers) charges and maximizing revenues. 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.

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.
• 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.
• Leverage upselling opportunities to the guest to maximize revenues.

Customer

• Actively seeks information to understand and address guests needs.
• Prepares reports of guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken in consultation with the Duty Manager.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Reviews arrival list every day and ensures guest preferences of repeat guests, VIPs, Inner-circle and Chambers members are communicated and delivered by the concerned departments.
• Maintains regular contacts with corporate and individual guests, and build strong relationships with them.

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.

Languages Needed in Position

• English

Behavioural Competencies

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