Job Description

Job Title FRONT OFFICE EXECUTIVE Department Front Office Reports Directly to: Duty Manager Job Summary/purpose: To be the face of the Hotel, handle all guests and queries regarding the Hotel with utmost courtesy and efficiency, to handle guest complaints and ensure that it is resolved amicably and handle reservation queries/processes on Sundays/Holidays. General/Technical knowledge Responsibilities : \xc2\xa7 Extend and ensure warm and courteous service to all the guests, the management and employees of the hotel \xc2\xa7 Be informed on the daily room position and be aware of the best available rates and rate scales so as to ensure maximum yield \xc2\xa7 Have detailed information regarding arrivals, their room requirements and expected departure of the day \xc2\xa7 Check on VIP reservations for the day and issue VIP amenities voucher for fruits, flowers and wines etc in consolation with duty manager \xc2\xa7 Check guest preferences and ensure that rooms according to guest preferences are allotted on check-in \xc2\xa7 Ensure that the every guest has a smooth and quick check-in with pre-prepared registration card ready on arrival \xc2\xa7 Ensure all the complaints from the guests are handled with tact and empathy and resolved at the earliest \xc2\xa7 Be aware of all the facilities/ amenities provided in our rooms, to be able to supply proper response to all guest queries \xc2\xa7 Feed in the personal data collected from the guests into the PMS (Guest Profile) and also update guest profiles on a regular basis \xc2\xa7 Ensure all guest requests, comments and complaints are adhered to and recorded on the guest profile to ensure guest delight \xc2\xa7 Sell higher priced rooms to the guest by skillful salesmanship (up-selling) \xc2\xa7 Handle scanty baggage guests very carefully and keep the Bell Desk, Housekeeping and Security Departments informed about any suspicious incidents. Adhere to standard operating procedure and follow guidelines as per Hotel regulations \xc2\xa7 Check Housekeeping occupancy report and check on the discrepancies, if any. All discrepancies to be duly followed-up on \xc2\xa7 Keep oneself informed about various places of interest in and around the city and assist guests with any queries whatsoever that they may have \xc2\xa7 Keep information aids like Road Maps, Hotel Guide etc handy for guest usage \xc2\xa7 Ensure that all guest/internal correspondence is field and maintained systematically \xc2\xa7 Ensure that all guest requests are responded to and guest kept informed of the status \xc2\xa7 Answer all incoming calls for guest in their absence and covey/ records all messages \xc2\xa7 Handle all guest mail, parcels, telegrams as per laid down procedures \xc2\xa7 Ensure that all the log book is read and signed every day before the shifts \xc2\xa7 Assist the telephone operator and the business center assistant whenever necessary \xc2\xa7 Ensure proper preparatory work is done during the night shift to facilitate the next day\xe2\x80\x99s work schedule \xc2\xa7 Check for any messages and attach to corresponding registration cards, check on airport transfers list and make special group folders in case of expected group check-ins \xc2\xa7 Ensure that all wake calls and accompanying breakfast orders are delivered promptly to the telephones and room service departments \xc2\xa7 Ensure that the stores Requisition is completed on time every week and picked up on the designated date \xc2\xa7 Ensure that all audit formalities (for example- serial wise filing of registration cards) are adhered to and recorded \xc2\xa7 Train all new staff in the department and ensure that they are made aware of all policies and procedures \xc2\xa7 Handle reservation / cancellation/ amendment requests through Telephone, Fax or E-mail efficiently and ensure timely conformations are dispatched to the Bookers \xc2\xa7 Inform all important guest about our loyalty programmed, the Taj Inner Circle and assist with the registration formalities \xc2\xa7 Ensure that all scores from the guest satisfaction tracking system are recorded promptly and all processes improved to attain maximum scores \xc2\xa7 Assist in implementing T.B.E.M processes \xc2\xa7 Implementing and monitoring ISC 14001 Environmental Management System, EMPs & O & Ts, OCPs and training of staff \xc2\xa7 Enabling and adherence of the principles and work practices detailed under HACCP System in the department vise Food Safety, Hygiene and Cleanliness, Health, Storage etc as applicable to the area of your work place Job Type: Full-time Salary: \xe2\x82\xb918,294.18 - \xe2\x82\xb922,000.00 per month Benefits:

• Health insurance
• Provident Fund

• Rotational shift

• Performance bonus
• Yearly bonus