Key Responsibilities
Shift & Operational Oversight
- Daily Desk Management: Oversee the daily operations of the front desk, concierge, bell counter, and guest relations.
- Briefings & Handovers: Conduct daily pre-shift and post-shift briefings to ensure seamless handovers and flow of information.
- Lobby Presentation: Continually inspect the lobby and public areas for optimal lighting, absolute cleanliness, and safety.
- System Management: Maintain high proficiency in Property Management Systems (IDS PMS) to optimize room occupancy and enforce accurate billing.
Guest Experience & VIP Relations
- VIP Protocol: Personally greet, check in, and escort high-profile and VIP guests to their rooms, ensuring special requests are executed flawlessly.
- Escalated Problem Resolution: Act as the direct authority to handle escalated guest complaints with high emotional intelligence, resolving billing disputes, maintenance issues, or room delays swiftly.
- Compensation Autonomy: Authorize reasonable room upgrades, discounts, or service compensations within pre-approved company policies to save guest experiences.
Team Leadership & Development
- Staff Supervision: Manage the immediate front desk team, monitoring performance, professional grooming standards, and adherence to company code of conduct.
- Scheduling Assistance: Assist the Front Office Manager in balancing duty rosters, monitoring breaks, and adjusting staff assignments during peak occupancy windows.
- On-the-Spot Coaching: Guide and support front desk attendants through complex registration processes, currency exchange, or technical glitches.
Financial & Audit Accountability
- Cash & Float Auditing: Oversee front desk cash-handling procedures, verify end-of-shift cash counts, and secure property safes.
- Discrepancy Reporting: Reconcile billing transactions and flag financial irregularities or night audit issues directly to the finance or accounting department.
Safety, Security, & Emergency Response
- Incident Command: Lead the property's response during medical emergencies, fire alarms, power failures, or security breaches until senior executives or first responders arrive.
- Log Maintenance: Maintain a comprehensive, highly accurate shift log documenting all notable incidents, system disruptions, or major customer grievances.
Required Skills & Qualifications
Education: Bachelor’s degree in Hotel Management, Hospitality, Business Administration.
Experience :Typically requires 5 to 7 years of progressive experience within front desk, guest services, or premium operations.
Technical Skills: Advanced hands-on experience with modern Property Management Systems (PMS) like IDS, Microsoft Office, and electronic key systems.
Core Competencies: Decisive leadership under pressure, conflict resolution, sharp problem-solving capabilities, and a polished personal presentation.
Working Conditions: Must possess full flexibility to work a varied schedule including nights, weekends, and holidays.
Pay: ₹15,000.00 - ₹25,000.00 per month
Work Location: In person
