Unit HOD, Front Office

Reporting To: General Manager & Corporate Manager, Front Office

Supervises: Front Office Team at Unit

Main objective –

Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and increasing departmental revenues. Provide guidance and direction to all associates to ensure they are adhering to all hotel policies, standards, procedures and regulations. The ability to perform all front office functions both quickly and efficiently along with functioning as a technical department resource and providing training new hires.

Main responsibilities & duties –

• High Guest Services Management
• Trains, cross –train, and retrains all front office personnel. To set a high standard of work performance and attendance of all employees of the department and by consistent supervision ensure the maintenance of departmental standards.
• Improving their Room Contribution & controlling cost per room night.
• Maintain low departmental Attrition Rate
• Maximize room revenue and occupancy by reviewing status daily
• Accurate Room inventory to achieve desired profitability.
• Preparation of departmental capital and operational budgets.
• Ensure Rates & Inventory are maintained on Channel Manager & all online Channels as per hotel service design.
• Parity across all distribution Channels
• Co-ordinate with the sales department for sales promotion
• Meet Club ITC Enrolment Targets
• Increase Front Office Ancillary revenues
• Responsible for adherence to all statutory requirements such as C-forms, Arrival and departure reports, encashment certificates, etc.
• Ensures room folios are correctly maintained and payment received as per billing instructions given
• Ensures all records and documents are maintained as per standards laid down by the management
• To send out periodic statistical data to the concerned departments & Corporate Office.
• High commitment towards maintaining Brand Standards

In addition to the above mentioned duties and job functions any other assignment given by the immediate superior or the management will have to be carried out.

Education & Experience –

• 3 years diploma or graduation with relevant training and experience in hotels.
• Experience with creating a culture of practical and trainings for all operating procedures. Collaboration and teamwork, capable of compiling and analysing customer related data to guide, to make strategic planning for improvements. Mentoring down the line people working with the department for improved future customer service while maintaining brand standards. 5-6 years of relevant experience in same or similar role.

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Email your resume to [email protected] / [email protected] with position applied for in the subject line.