Job Description

Job Responsibilities Assists the Front Office Manager in administering front office functions and supervising associates on a daily basis. Front office areas include Travel Desk, Telephone Operations, Guest Services and Reception. Positions, directs and works with managers and associates to carry out procedures ensuring an efficient check in and check out process. Ensures guest and associate satisfaction to maximize the financial performance of the department and deliver products and services to achieve and exceed total guest satisfaction by providing service which is iconic and maximizing organizational profitability through effective utilization of all resources. Functions in place of the Front Office Manager in his/her absence. Supervises all areas of the Front Office in the absence of the Front Office. Property Management & Guest Feedback System Cost Management Knowledge of Training tools, Performance Management, Sustainability, Revenue Management tools & techniques Business Acumen Written & Verbal Communication Statutory Compliances Safety & Hygiene Practices Analytical Approach Team Building & Orientation Interpersonal Effectiveness Result Orientation Customer Centricity Conflict resolution/ Managing Crisis Decision Making Mutual Respect Empowerment Planning & Prioritizing Attention to Details Develops specific goals and plans to prioritize, organize, and accomplish your work. .Assists the Front Office Manager in implementing the annual plan using the TBEM framework, linking the department\'s objectives and overall strategy. 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. Maintains the Log Book and effectively follows up the system to check the daily arrival list and monitors all VIP movement. .Monitors adherence to all policies and procedures to reduce bad debts and rebates. .Co-ordinates with departments like Security and Housekeeping to ensure that all the security, hygiene and aesthetic standards of the hotel are met. .Prepares reports on Occupancy, Average rates and Reservations. .Maintains the Guest History System and updation of all the guest profiles. .Ensure that all the operational standards set for all the processes are followed. .To ensure speedy and timely actions during emergency situations as per the SOP guidlines. Develops and Sustains productive customer relationships, actively seeking 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 Front Office 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. .Makes oneself available in the lobby during busy operational hours and interacts with the guests to solicit feedback for any required process improvements. .Meets all VIPs, Repeat Guests, Inner-circle Members, Chambers Member and HWC (Handle with Care) guests, on arrival or during the stay and ensure they have a seamless experience. .Responds to and handles guests problems and complaints. Assists the Front Office Manager in creating a culture of recognition by actively participating in the STARS (Special Thanks and Recognition System) program. .Asssists the department heads in reviewing audit findings - Safety/Hygiene and TPAM (Taj Positive Assurance Model) and takes corrective measures to ensure full compliance. .Conducts the internal audit checklists as per the IHCL Safety Guidelines. .Adheres to all departmental legal compliances and ensures that the team follows the same. .Ensure that all the statutory requirements for in house guests are met (C-Forms etc). .Assists the department head in identifying risks and develops HIRA (Hazard Identification and Risk Assessment). .Assists the department head in adhering to roles and responsibilities pertaining to safety as defined by the hotel from time to time as per the PCM (Progressive Consequence Management) SOP and IMBC (Incident Management and Business Continuity). Job Requirements .Advertises all vacancies on the internal job portal. .Ensures timely disbursement of offer / intent letters, pre-employment formalities, appointment, confirmation, role enhancement letters to the employees concerned. .Assists the Human resources team in identifying various strategies to retain talent within the company to minimise attrition, espeically frontline. .Assists the Human resources head in identifying & developing strategies to increase gender diversity at the hotel level & attain the targets communicated. .Ensures that an employee-s entry and exit formalities are followed as per the laid down processes. .Adheres to contractor / vendor management provisions as per guidelines specified. .Follows Up and ensure that the contractor submits the monthly invoices along with relevant supportings for payment of dues. To follow-up with finance for timely payment of dues to the contractor as per the agreement. .Verifies various inovices related to monthly payment to contractors & put up the same to the HR head for approval. .Ensures contractors compliance towards various statutes such as Provident Fund, Employees State Insurance, Contract Labour, Regulation and Abolition Act, Payment of Bonus Act, Payment of Wages Act., Payment of Gratuity Act etc., .Ensures that the contractor / vendor concerned provides addtional manpower during business exigencies. .Adheres to the provisions laid out in the benefits manual & staff policies & procedures manual /handbook. .Administers attendance, leave and other related reimbursement activities in a timely manner .Assists the HR team in administering discplinary procedures in accordance with the statute or provisions of the standing orders in case of any misconduct, acts of negligence, acts of moral turpitude etc., .Adherence to various provisions under various statutory legislations such as Employees Provident Fund Act, Employees State Insurance Act, Payment of Wages Act, Industrial Disupte Act, Contract Labour Regulation and Abolition Act, Payment of Bonus act, Payment of Gratuity Act, Shops and Commercial Establishments Act, Prevention, Prohibition & Redressal of Sexual Harassment at Work Place Act etc., .Updates the status on adherence to various statutory legislations in the Legatrix application, along with supporting documents. .Updates all relevant information related to employees on the notice board, e-screens etc., .Assists the HR team in conducting various employment engagement / Joy @ work activites to maintain an energised workforce and employee well being. .Follows up any other Reward and recognition program as per practice at the hotel level. .Liaises with various NGOs to volunteer in various CSR activities as per the hotel CSR plan. .Participates in Tata Volunteering Week / Month initiative. .Adhereres to Aaffirmative Action (AA) plan. .Administration of various employee related facilities such as Staff Dining, Staff Accommodation, Ladies- Night Drop, Day Care centre, Lockers and restrooms, Employee transportation as per the laid down standards. .Adheres to all the roles & responsbiliites related to safety as defined by the hotel from time to time.

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