Job DescriptionPrime Function:Responsible for daily administration, meeting and greeting, dealing with guests’ queries and complaints, and booking rooms. visitorsMaintain high standards of customer services at the Reception desk so that customers’ expectations are consistently exceeded.Motivate and develop Reception team to ensure smooth functioning of the department and promote teamwork.Any matter which may affect the interests of the hotel should be brought to the attention of the Management.Key Responsibilities:People ManagementProvide effective support to the team to enable them to provide effective and efficient services.Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.Financial ManagementIdentify optimal, cost effective use of the resources and educate the team on the same.Operational ManagementEnsure quality and appropriateness of customer service provided.To maintain Front Office log book and shift reports.Respond to inquiries and resolve problems in an effective manner.Ensure all guests receive a swift, smooth,
professional and friendly check in and check outEnsure quality in all aspects of the job.Maintain record of all banquet and any other functions in the hotel.Liaise with other departments for the resolution of day-to-day administrative and operational issues.Carry out other duties which naturally fall within the reasonable expectations of the post.Adhere to the Procedures & Standards Manual.Display a proactive approach in initiating and implementing initiatives to provide an improved service in all areas.Liaise with Housekeeping for the Room Status.Handle additional responsibilities as and when delegated by the Management.QualificationsBachelor of Hotel Management (BHM) degree or equivalent hospitality qualificationMinimum 3 years of professional experience in Front Office departmentStrong knowledge of front office operations, including reservations systems, front desk procedures, reception protocols, and cashiering functionsProficiency with Opera PMSExcellent interpersonal and communication skills with the ability to interact professionally with guests and colleaguesDemonstrated expertise in guest service delivery and customer satisfaction managementStrong organizational and time management skills with the ability to multitask effectively in a rapid-paced environmentProven ability to handle conflict resolution and guest complaints with empathy and professionalismActive selling and upselling capabilities with a results-oriented approachCultural sensitivity and the ability to work inclusively with diverse teamsLeadership potential and willingness to support team members and management initiatives