Job Responsibilities

·         Monitor allocation of rooms as per guest preferences. Interact with reservations to resolve problems like overbooking or duplicate reservations.

·         Participate in strategy meetings, initiate action plans for the department to increase revenues incorporating upselling and cost control strategies. Prepare expense and revenue budgets based on previous year performance and propose budgets for the current year.

·         Ensure that housekeeping is made aware of the arrival and departure pattern of the day and of other busy movements for future period.  

·         Ensure adherence to standards by conducting process audits of SOPs.  Ensure that all team members are aware of the SOPs through random checks. Make changes in the process if required for better results or guest satisfaction, with approval from GM-s if required.

·         Set KRAs, analyze performance and provide relevant input for training programs.

·         Review the quality of guest interactions by conducting random audits and analyzing customer feedback

·         Conduct meetings with Accommodations Team (Front Office, Butler, Housekeeping, Laundry, Security, Systems, Horticulture, Engineering and Travel Desk). Discuss and resolve any issues related to product, process, people etc. Discuss and address gaps in guest complaint handling.

·         Participate in strategy meetings, initiate action plans for the department to increase revenues incorporating upselling and cost control strategies. Prepare expense and revenue budgets based on previous year performance and propose budgets for the current year.

·         Ensure compliance to audit norms and brief the team members about the same. Conduct regular audits to check the level of compliance and awareness. Take corrective action based on the audit findings. Review all records and log books and ensure compliance to standards.

·         Plan and organise for VIP Movements and stay within the hotel. Review the quality of guest interactions by conducting random audits and analyzing customer feedback.

Job Requirements

·         Diploma / Degree in Hotel Management in Hospitality/Tourism/Hotel Management

·         7-8 years  

·         Front Office procedural knowledge, room inventory management, revenue management, reservations procedures, financial acumen, cross-functional knowledge.

Result Orientation, Customer Focus, Interpersonal Skills, People Management, Decision Making