o maintain a high customer service focus by approaching your job with the customers always in mind.

- To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
- To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn recent skills or knowledge in order to improve your personal performance.
- To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.
- To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals.
- To maintain an environment that promotes flair, creativity and consistency in the quality of customer service delivery and presentation.
- To ensure that all Front Office related polices and guidelines are followed and implemented.
- Staffing and Scheduling of the shift and allocation of duties.
- Implement systems and procedures that achieve higher cost efficiency and guest satisfaction.
- Facilitate learning and development for all the team members of the outlet
- Performance Appraisal/ Management of the staff in the department.
- Maintain the Log Book and effective follow up system, Check the daily arrival list and monitor all VIP movement.
- Ensure that the guest has a pleasant stay by supervision of;





o Room allocation o Smooth Check In & Check Out o Special requirements of the guest
- Co-ordinate with departments like Security and Housekeeping to ensure that all the security, hygiene and aesthetic standards of the hotel are met.
- Act as a ‘One Point Contact’ for the guest; constantly interact with guests in order to solicit feedback.
- Prepare reports on Occupancy, Average rates, Reservations etc.
- Monitor daily performance and manage revenue through revenue and yield management techniques.
- Ensure through regular monitoring of SALT and feedback, prompt, efficient and accurate service to all guests.
- Maintain the Guest History System and updating of all the guest profiles.
- Monitor the business of competition hotels in terms of new accounts and rates.
- Ensure that all the operational standards set for all the processes are followed.
- Co-ordinate operations with Concierge, Travel Desk, Guest Services Hotline or any other sub departments, through the guest cycle.
- Ensures norms, procedures and systems for safety and security of guest belongings (e.g. Lockers, Left luggage etc.) are followed.
- Maintain regular contacts with corporate and individual customers, and build strong relationships with them.
- Ensure that all the statutory requirements for in house guests are met (C–Forms etc.)

📌 Front Desk Manager (Gurugram)
🏢 HILTON
📍 Gurugram