Front Office Executive

• JOB PURPOSE

Receptionist Executive will supervise the Front Desk Operation and will be responsible for smooth Check – in and Checkout of guests.  The Reception Executive will also ensure that all Associates adhere to internal controls guidelines.  He/ she will ensure that all standards related to policies and procedures are followed by the team of Front Desk Associates / Guest Service Associates.

• EXECUTIVE RESPONSIBILITIES & EMPOWERMENT
• On shift Front Desk Executive will be responsible for all Front Desk Operations.
• Responsible for following and ensuring the standard operating policies (Key to Success) and procedures are adhered to.

Front Desk Executive will provide guidance and supervision to Front Desk Associates Manager.

• KEY OPERATIONAL RESPONSIBILITIES

People Management

• Supervises and guides Front Desk Associates to ensure that hotel’s policies and procedures are adhered to.
• Creates a positive and highly motivated working environment that promotes and develops teamwork.
• Utilizes and develops communication tools and channels for the dissemination of information and workflow in the section. Conducts training of Guest Service Associates as per necessity.

Guest Loyalty

• Promptly and actively obtains feedback from guest.
• In all incidents, provides management and department heads with reports and takes action to avoid repetition of any incidents, accidents, theft and complaints.
• Ensures that all guests are all pre arrival preparations done for all VIP arrivals.
• Ensures and provides engaging arrival and departure experience to all guests.
• Ensures and enroll maximum guests to Le Club.
• Achieves guest delight through friendly and proficient services at the time of arrival / departure.
• Must have complete knowledge of membership levels of Le Club Accor program.
• Enable decision making at guest contact point to ensure guest loyalty.

Operational Processes:

• At the start of the each shift, Front Desk Executive must familiarize himself/herself with: Room Situation in the Hotel, Checks on status of room blocks and discrepancies, Front Desk follow ups on expected check ins and check outs, Reports from the end of the previous shift, Correspondence bearing the current shift, Events in the hotel.
• Ensure clear hand over between the shifts, highlights any cash discrepancy.
• Ensure that Front Desk associates takes departure time and secure mode of payment from all guests at the time to arrival.

• Ensure that check ins/ outs are efficient within required time frame and as per defined standards. Ensure all guest entering the hotel are welcomed.
• Ensure fond farewell is extended to all guests on departure.
• Handles relevant guest comments or complaints of the hotel guests and inform to the management.
• Ensure that all internal controls are in place.
• Encourage Up selling in the hotel.
• Ensure that Arrival & Departure register is updated as per local laws at all times. Also ensure that ‘C’ forms are made and send as per the local laws.
• Ensure and check all equipments in Front Office Department are in working condition.

Administration

• Ensure all grooming standards are in place and adhered to.
• Ensures all relevant reports are printed and signed off, filed or handed over to Morning Shift.
• Ensure that all rebates and paid‐outs are acknowledged by Duty Manager.
• Checks all guest registration cards for profile, mode of payment and departure time and given to Duty Manager for signature.
• Performs all other job assigned by the Management.