Job Description

About IHCL

Indian Hotels Company Limited (IHCL) is a part of the Tata Group and is one of South Asia's largest and most iconic hospitality companies. With a legacy of over 120 years, we are dedicated to delivering exceptional experiences to our guests through our diverse portfolio of hotels, resorts, and palaces.

Careers at IHCL

At IHCL, we believe our employees are our greatest asset. We are committed to fostering a dynamic work environment that encourages innovation, collaboration, and personal growth. Join us in creating memorable experiences and shaping the future of hospitality. Explore exciting career opportunities with us and be a part of a vibrant team that values passion, excellence, and diversity.

Job Objective

To ensure the smooth and efficient operation of the Front Office department and Co-ordination with various other departments in order to ensure personalized, prompt and flawless service to all guests. The position will also act a as a One Point Contact for all the in-house guests, in-case of guest requests, complaints or any other feedback.

Essential Job Tasks

'*Develops and Sustains productive customer relationships, actively seeking information to understand and address guests' needs.

*Prepares reports of guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken in consultation with Front Office Manager.

*Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

*Reviews arrival list every day and ensures guest preferences of repeat guests, VIPs, Inner-circle and Chambers members are communicated and delivered by the concerned departments.

Areas of Responsibility

Planning

*Develops specific goals and plans to prioritize, organize, and accomplish your work.

*Assists the Front Office Manager in implementing the annual plan using the TBEM framework, linking the department’s objectives and overall strategy.

Financials

*Ensures daily performance and manages revenue through revenue and yield management techniques.

*Focuses on generating incremental revenue through Early Check-in and Late Check-outs.

*Encourages the team to cross sell other hotel services like Spa, Restaurants, Travel Services.

*Monitors the business of competition hotels in terms of new accounts and rates.

Process

'*Act as the primary point of contact for all guest inquiries, requests, and complaints, ensuring issues are resolved promptly and satisfactorily.

*Ensure all guests receive exceptional service, maintaining high levels of guest satisfaction.

*Address VIP guests’ needs, prepare for their arrival, and follow up on special requests. *Oversee daily hotel operations in the absence of senior management, coordinating with departments (housekeeping, front office, food & beverage, etc.) to ensure smooth functioning.

*Perform routine checks across hotel facilities to ensure cleanliness, safety, and readiness.

*Ensure compliance with health and safety regulations, including emergency procedures and protocols.

*Lead, motivate, and support staff members across departments, fostering a positive work environment. *Conduct shift briefings, Check Staff`s grooming, ensuring that all departments are informed of daily events, special requests, and operational priorities.

*Manage staffing issues on the shift, including handling absenteeism, scheduling, and reallocating resources as needed.

*Assist in managing cash handling and financial transactions at the front desk.

• Monitor and manage shift budgets and expenses, ensuring efficiency without compromising guest experience.
• Assist with night audits, reports, and billing issues, ensuring accuracy in record-keeping.
• Act as the emergency response leader in case of incidents, ensuring guest and staff safety.

*Respond to security issues or disturbances and liaise with law enforcement or emergency services if necessary.

*Ensure that staff are aware of emergency procedures and are trained to handle various situations effectively.

*Prepare shift reports detailing any incidents, guest feedback, and operational issues to be communicated to senior management.

*Coordinate with other managers to ensure seamless transitions between shifts. * Provide input and recommendations for improving operational efficiency and guest satisfaction.

*Adherence to the Tata code of conduct, safety policies and values of the organization as defined.

Required Qualifications

Degree in Hospitality Management

Work Experience

At least 2 years of relevant experience at a managerial position

Languages Needed in Position

english

Key Interfaces- External

Key Interfaces- Internal

Behavioural Competencies

Process Excellence

Result Orientation

Collaborative Engagement

Change Championship

Growth Mindset

Talent Enrichment

Guest Centricity

Personal Effectiveness

Equal Opportunities Employment at IHCL

At IHCL, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, age, national origin, disability, or any other status protected by applicable law. We encourage all qualified individuals to apply and join our team, where every voice is valued and respected.