Front Office Executive
Taj Hotels
Andaman
hace 44 días

Position Purpose

To ensure that there is a smooth and efficient operation of the Front Office department. To create and sustain the highest levels of guest satisfaction that can be attained.

To co-ordinate with the other departments which would lead to service of the highest quality for the guest.

Interdepartmental Interaction

High level of interaction with Housekeeping, Security, F&B, Engineering, GM’s Office and Horticulture and Activities.

Responsibilities

  • To Ensure GSTS Targets are attained
  • To ensure proper coordination with various departments
  • To ensure brand and experience standards have been adhered to
  • Implement systems and procedures to achieve higher cost efficiency
  • Sell premium rooms to the guest by skillful salesmanship (up selling)
  • To ensure customer feedback is taken and acted upon
  • To constantly strive to innovate with ideas which would lead to better results
  • To assist the Guest Relations Manager in ensuring smooth operations
  • Assist in implementing T.B.E.M processes
  • Handling the guest check-ins

  • Extend and ensure warm and courteous service to all the guests, the Management and employees of the Hotel
  • Be informed on the daily room position
  • To ensure welcome experience targets are met
  • Welcome letters the next day are prepared & sent to EAM's office
  • Have detailed information regarding arrivals, their room requirements and expected departures of the day
  • To make sure check in and check out process carried out with proper documentation
  • To ensure various payment modes are handled as per directions
  • Check on VIP reservations for the day and issue VIP amenities voucher for fruits, flowers and beverages, etc., in consultation with the Duty Manager
  • Greet all guests and address them by name whenever you see him / her and ensure all required details like date of departure, address and mode of payment, etc.
  • are filled-in properly on the registration card

  • Ensure good ready room according to guest preferences is allotted to the guest and ensure the registration card with the correct rate is given to all guests during check-in
  • Ensure all the complaints from the guests are handled delicately and informed to the Guest Relations Manager
  • Ensure proper documentation and updation of records

  • Cross check Housekeeping occupancy report and inform the Duty Manager about discrepancies
  • Feed in the data collected from the guest through the registration card / business card, on to the Computer and update guest profiles on a regular basis
  • Handle scanty baggage guests very carefully and keep the Bell Desk, Housekeeping and Security departments informed about any suspicious incidents
  • Check if the Morning meeting reports(Guest In House, upgrades, Updated Single Window from Mr. Ray, DBR) & Allowance Vouchers are submitted to the FOM
  • Ensure that all guest / internal correspondence is filed and maintained systematically
  • Ensure all messages are transmitted in time and also that messages are sent to the guests with regard to any requests from them
  • Answer all incoming calls for guests in their absence and convey / record all messages
  • Handle all guest mail, parcels, telegrams as per laid down procedures
  • Keep information aids like time tables, road maps, Hotel guide, etc., handy for guest usage.
  • Tracking and controlling budget for guest supplies
  • Ensure that the log book is read and signed every day before the shifts
  • Guest complaints and requests

  • Attend to guest complaints and inform the concerned departments
  • Organize basic medicals such as (medicines, pills, band- aids)
  • Communicate particular guest demands and communicate to concerned department
  • Checks and coordination

  • Proper monitoring and scheduling of OYG
  • To ensure regularization of check out feedback
  • Daily checklist to be filled and filed
  • TPAM points to be checked as per checklist, with daily adherence to targets
  • Ensure proper co-ordination with airport reps
  • Co-ordinate with Activities regarding promotion of various packages
  • Job Requirements

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