[15h Left] Front Office Manager

Company Description

Established by the founder of the group, Mr. Shapurji Sorabji, Grand Hotel (Bombay) Pvt. Ltd. owns and manages novels hotels, including their flagship property in Mumbai, the Grand Hotel in Ballard Estate designed by George Wittet in 1922. The company is committed to providing consistent customer service and dedicated comfort to all guests that come to experience the offerings of its unique novel hotels.

Role Description

This is a full-time on-site role for a Front Office Manager located in Mumbai. The Front Office Manager will be responsible for overseeing the daily operations of the front office, improving customer satisfaction, and ensuring high-quality customer service. Other responsibilities will include managing administrative tasks and effective communication with guests.

Qualifications

Front Office Management skills

Excellent Customer Service and Customer Satisfaction skills

Effective communication skills, both written and verbal

Experience with hotel operations and booking systems is preferred

Diploma or Bachelor's degree in Hospitality, Business Administration, or related field

Familiarity with Mumbai and surrounding areas is a plus

Ability to manage staff, prioritize tasks, and maintain a positive work environment

Responsibilities

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

Performance Appraisal / Management of the staff in the department.

Ensure that all the operational standards set for all the processes are followed

To liaison and build relationship with regular and repeat guests

Ensure that all the security, hygiene and aesthetic standards of the hotel are met.

Interdepartmental interaction

High degree of interaction with Housekeeping, Security, HR, Purchase, F&B, Engineering and Airport Reps

Task Statements

To ensure proper check in and check out process

Room allocation

Smooth Check In & Check Out

Special requirements of the guest

Guests to be met on check in by DM’s

Departure invoices to be sent on time

All Departure Invoices are ready with supporting voucher

To ensure proper registration process has been followed

All Reg Cards Profile Updated / Correspondence Attached / Photo IDs / Preferences

All Void Reg Cards authorized by DM's & filed

All Arrival Reg Cards as per Fidelio are printed and filed along with welcome letter & Preference Sheet in piano file

Prepare reports and ensure timely updates

Prepare reports on Occupancy, Average rates, Reservations etc

Ensure through regular monitoring of feedback, prompt, efficient and accurate service to all guests.

To ensure the Single Window is created at 1600 and circulated at 1900

To maintain and check that process registers are duely filled and updated

Ensures norms, procedures and systems for safety and security of guest belongings (e.g. Lockers, Left luggage etc) are follow

Up selling targets to be met

To follow-up, co-ordinate and to ensure process adherence

To regularly co-ordinate with House Keeping to carry out Room co-ordination meetings

To ensure proper stocking and timely availability of welcome amenities

To ensure associate of the day feedback is carried out as per targets

To ensure proper co-ordination of transport

To ensure departure calls are done

To make sure lobby upkeep maintained at all times