Title: Assistant Manager - Front Desk
About IHCL
Indian Hotels Company Limited (IHCL) is a part of the Tata Group and is one of South Asia's largest and most iconic hospitality companies. With a legacy of over 120 years, we are dedicated to delivering exceptional experiences to our guests through our diverse portfolio of hotels, resorts, and palaces.
Careers at IHCL
At IHCL, we believe our employees are our greatest asset. We are committed to fostering a dynamic work environment that encourages innovation, collaboration, and personal growth. Join us in creating memorable experiences and shaping the future of hospitality. Explore exciting career opportunities with us and be a part of a vibrant team that values passion, excellence, and diversity.
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
Areas of Responsibility
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.
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
Key Interfaces- External
Key Interfaces- Internal
Behavioural Competencies
Equal Opportunities Employment at IHCL
At IHCL, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, age, national origin, disability, or any other status protected by applicable law. We encourage all qualified individuals to apply and join our team, where every voice is valued and respected.