Malad, Mumbai |   600000 - 900000 P.A.

5+ years

Job Description:   

PUPOSE OF JOB:

Accountable for the effortless and seamless movement of guests in and out of the hotel and providing exceptional levels of guest service through the guests’ stay. Act as manager on duty on occasion and respond to emergency codes.

DUTIES AND RESPONSIBILITIES
1.    Assist in the daily maintenance of room inventory status to achieve optimal levels of revenue while maintaining high levels of guest expectations.
2.    Work in conjunction with accounting to0020maintain and minimize levels of account receivables.
3.    Responsible for budgeting, forecasting, financial planning and management of the front office.
4.    Activities centre on identification of strength and weaknesses and the development of plans and strategies to ensure business development.
5.    Report on a regular basis to Director of rooms on the performance of the Front Office against budget, sales and profit projections.
6.    Analyze variances and monitor the impact of initiatives and corrective actions.
7.    Responsible for sales to guests through the front desk and any actions taken by the incumbent that can impact on volume of business.
8.    Responsible for direct link between effort expended and decisions made and revenue generated by Front Office.
9.    Have control over the elements that determine profit and loss.
10.    Responsible for all major operating expenses and has the capacities to set margins and manage the business against profit projections.
11.    Make decisions that relates to profit and loss.
12.    Responsible for the financial management of the operation.
13.    Responsible for the timely payment of long stay bills. Update the director of rooms for any bills unsettled in a timely manner.
14.    Ensure all guests are being treated in an efficient and courteous manner that all Starwood standards are being applied.
15.    Ensure all Front office quality standards are compiled with and that policies and procedures are consistently applied.
16.    Co ordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
17.    Responsible for the Starwood preferred guest membership programme and ensure that all guests who are members are appropriately recognized, meeting all Starwood Standards.
18.    Responsible for promoting the product and services to the targeted customers / guest group. Develop promotional programmes, point of sales materials, merchandising activities.
19.    Responsible for enhancing the product and service that is presented to the guest.
20.    Able to make changes that respond to the market place and to guest needs, both present and anticipated.
21.    Recommend changes to the product and services. Use market research to develop new products and services.
22.    Responsible for hiring, training and direction of new department associates.
23.    Ensure the timely completion of performance appraisals.
24.    Give direction and be responsible for the implementation of plans.
25.    Monitor plan’s effectiveness and introduce changes in response to the market place, including setting targets, planning and scheduling work and performance indicators that are typically productivity and efficiency measures.
26.    Able to exercise hire and fire discretion within Starwood Policies.
27.    Operate the department within Starwood Policies as they relate to the ethical codes, standards of good business practices and local laws and regulations.
28.    Responsible for maintaining quality of product and ensuring consistency in its delivery and standards.
29.    Report on a regular basis to the SLT on the performance of the Front Office against operations and human resource performance.
30.    Analyze variances and monitor the impact of initiatives and corrective actions.
31.    Provide support of a specialist nature to the SLT but particularly to the Director of Rooms and the Department Managers.
32.    Work in support of team goals and measure effectiveness by the quality of decision making at the senior level as well as through the profit and service performance at the individual unit level.
33.    Supervise the activities and the service levels of the concierge, Service express, business center, Front desk, Executive Club Floor.
34.    Provide other duties and services as assigned by the Director of Rooms.

JOB KNOWLEDGE SKILLS AND ABILITIES:
•    Appear confident, well groomed and dressed in a smart casual manner.
•    Personality: warm, welcoming, smiling and pleasant
•    Act with integrity
•    Communicate effectively
•    Fair and firm management abilities with high influencing skills
•    Strong administration skills
•    Creative and innovative
•    Strong knowledge of Front Office Field
•    Pro-active approach to follow local and international industry progress and activities
•    Hands-on approach to all operational aspects
•    Excellent communication skills
•    Initiative
•    Self motivated
•    Coaching Skills
•    Good computer skills
•    Train the trainer skills
•    Good interpersonal Skills
•    Budgeting, Forecasting and expenses controlling.
•    Knowledge of local laws and regulations related to rooms
•    Proficiency in Opera or Fidelio, IPS, POS
•    Good leadership skills
•    Fluency in English
•    Proficiency in Microsoft Office software: Word, Excel and Power point, as a minimum.

QUALIFICATION STANDARD:
Education: Diploma in hotel Management or higher.
Experience: at least two years as Assistant Front Office Manager and Supervisory experience, required.

Qualification: Diploma in hotel Management or higher

Keyskills:   front office, hotel management, guest service,

Please note - due to the number of applications we receive, we will only be able to respond to successful candidates.