Lead front desk operations, ensuring excellent guest service, smooth check-ins/outs, and prompt resolution of guest issues.
Maintain a courteous and welcoming environment at all times.
Handle reservations, inquiries, and guest concerns professionally in person and over the phone.
Apply suggestive selling techniques to boost room sales and occupancy.
Supervise shift operations, ensuring adherence to SOPs and service standards.
Guide, train, and motivate the front office team for optimal performance.
Address guest complaints efficiently to ensure satisfaction.
Manage billing, verify charges, and maintain cash handling procedures.
Coordinate with housekeeping, reservations, and other departments for seamless service delivery.
Operate communication systems (EPBX), manage wake-up calls, and handle guest requests.
Review billing instructions, update records, and ensure accurate financial transactions.
Maintain the front office logbook and monitor guest safety protocols.
Act as a point of contact in the absence of the Duty Manager or Front Office Manager.
Support hotel operations during peak times and participate in hotel committees.
Lead by example--upholding standards, sharing expertise, and inspiring the team.
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