Responsibilities
Postion Purpose
To ensure maximum guest satisfaction through anticipating and exceeding the specific needs and requirements of guests during their stay in the hotel. The incumbent will be responsible for guest relations and ensure the smooth and effective running of the function.
Operational Responsibilities
• Handle check-in’s for regular, walk-in and VIP guests taking care of the entire process of receiving the guests at the front desk and to ensure that they are escorted to the room and are comfortable along with getting the necessary documentation in place Welcome letters for guests.
• Handling group bookings and check-ins and check-outs.
• Efficient handling of complaints and requests to utmost satisfaction of guest.
• Preparatory checks for arrivals along with checking late night arrivals.
• Ensure special personalized attention to guests like call screening of single ladies, finding and sharing preferences, etc.
• Interdepartmental Interaction with Housekeeping for room status, VIP amenities room change and any other guest request, Room service in the case of a room change so that the in house dining orders reach the concerned guest.
• Handling the complementary room, rate variance, market statistics and no show reports
Block the VIP rooms and keep the keys and personal stationary ready to facilitate express check-in.
• Guest interaction at check I/O to get valuable guest feedback.
• Take steps to ensure delight for guests – special occasions – birthdays/ anniversaries.
Requirements
Education
• Graduate
Knowledge/Skills
• Effective communication skills and pleasant personality are a must .
• Possession of superior interactive skills is essential .
• Knowledge of Fidelio
• Basic computer operating skills – MS Office/Excel is desirable.
Experience
• At least 1 year of experience in front office, preferably at the front desk involving high degree of guest interaction.
