Company:Bharat Hotels Limited (The Lalit)
Location:Chandigarh
Experience : 4 - 7 yrs
Key Skills : Duty Manager hotel operations guest services customer service executive
Job Description
OPERATIONAL RESPONSIBILITIES
Implement standard operating procedures to improve the process & performance.
Communicate with Front Office Manager/ Assistant Front Office Manager on relevant matters affecting guest services and hotel operations.
Communicate to all departments to provide functional assistance and guest feedback.
Ensure to provide personalized services and prompt attention towards guest complaints.
Ensure provide necessary guidelines to reservations, reception , housekeeping, finance for any guest services.
Ensure proper presentation of the department and monitor appropriate standards of conduct, uniform, hygiene,and appearance of staff.
Analysis rate variance , daily audit report and control discounts and rebates.
Validate billing instructions and monitor guest credits.
Assist in coordination of organization of key drawers, all pertinent Front Desk information and creation of necessary files and folders.
Maintain proper communication in the department by conducting daily briefings.
Collect and make initial count of Front Desk floats.
Oversee daily Front Desk duties and activities.
Supervise Front Desk staff, including Front Desk Agents and Night Auditors for a smooth check in and checkout operations.
Determine and process all guest compensation issues.
Assist with Direct and Group Guest Check In and Check Out and ensure all correct procedures are followed.
Assist with making walk in direct reservations.
Ensure all bookings made adhere to Central Reservations payment and cancellation policies.
Assist in making vehicle bookings and ensure all pertinent information is collected and vehicle schedules and policies are adhered to.
Ensure high level of customer service is maintained at all times.
Assist with cash, credit card and debit card payments when necessary.
Assist with all incoming telephone calls to Front Desk lines.
Ensure accurate information is provided to all clients with respect to all Central Reservations products.
Assist Front Desk Agents with daily shift audit and ensure all audits are correct.
Ensure the safety and comfort of guests and that any requests for service are handled in a courteous and efficient fashion.
Achieve maximum efficiency from the team and all other available resources.
CUSTOMER FOCUS
Build and maintain positive relationships with all internal and external customers in order to exceed their expectations.
Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.
Implement procedures which enhance the guest satisfaction.
TALENT MANAGEMENT
Identify training needs and impose appropriate training in the department to enhance performance.
Provide both behavioral and vocational training to all staff and develop multi-functionality.
Implement all Human Resources Information Systems( Adrenalin) in Co ordination with Human Resource.
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