Duty Manager - Andaman and Nicobar Islands, India - The Indian Hotels Company Limited

Description

Job Responsibilities

Position Purpose

To ensure the smooth and efficient operation of the Front Office department and Co-ordinate 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, incase of guest requests, complaints or any other feedback.

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.

Reporting Relationships

Reports to the Assistant Front Office Manager

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

·No PX room pending for today/ If pending mail sent to FOM

·Prepare reports on Occupancy, Average rates, Reservations etc

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

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

·Associate wise GSTS to be done daily and a month-end report to be given to the FOM

·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 followed.

To keep check on costs and ensure efficiency

·To ensure Transport cost is controlled as per budgets and submission of Monthly report

·P&S cost to be controlled as per budget, consumption report to be submitted every month end

·Up selling targets to be met

·To ensure targets and cost control ofthe Business Centre are 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 kid cookie mails and special occasion mails to be sent as per schedule

·OYG calling to be regularizedand OYG's totracked and followed

·To ensure proper co-ordination oftransport

·To ensure departure calls are done

·To make sure lobby upkeep maintained at all times

Experience and brand standard

·One Richey and brand standard test to be carried out every month

·Cross audit action plan to be made

·To carry out a proper adherence to brand standards

Employee Related

·Adherence to ESS action plan

·To plan and organize team outing once every 2 months

·To ensure mandatory training sheet for new joinees are completed

·To follow through on the buddy system as assigned for the associates

To follow standards and procedures

·Cross check car checklist and standards, all cars need to be signed and checked as per TSL standards

·One PIT to be done and audited every quarter

Requirements
Knowledge/Skills

·Thorough knowledge of Accommodation management, Revenue management, GDS and other reservation systems.

·Working knowledge of MS Office, Micros and Fidelio (or any other property/ point of sale systems)

·Room Pricing & Selling techniques

Education

·Graduate/Diploma in Hotel Management

Experience

·A minimum of 2 -4 years supervisory experience in the Front Office department

·Operational experience in reservation, reception, cashiersand guest relations