Team Leader-Front Office - Delhi Division, India - Accor

Accor Delhi Division, India

Found in: Talent IN C2 - 5 days ago

Full time

Description

Company Description

Job Description

On shift Team Leader-Front Desk 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.

Team Leader-Front Desk will provide guidance and supervision to Front Desk Associates Manager.

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.

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.

At the start of the each shift, Team Leader Front Desk 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.

Responsible for lobby presence at all given times in order to assure all guests are being looked after well and their questions/doubts have been answered accurately.

To be regularly available in the hotel lobby managing the flow of guests and keeping waiting's to its minimal.

To establish a warm and personalized relationship with all guests contributing to their sense of welfare, allegiance and loyalty.

To prioritize guest relations, while taking care to respect administrative procedures as well.

To anticipate guest needs, taking them into consideration and execute an appropriate action.

Responsible for driving the guest recognition programs (Frequent Guest Program, Long-stay Program and Kids program) and membership programs (Le Club Accor, Accor Advantage Plus and Frequent Flyer) with complete zest in coordination with other team members.

To anticipate and resolve all guest queries/concerns with help of all the resources and guidance available.

To collect preferences, likes/dislikes enthusiastically and shall fully be responsible for maintenance of guest profiles database.

To actively obtain feedback from guests in order to improve services and facilities provided in the hotel and also ensure further escalation of comments to the higher management.

Operational Processes

To project a first positive impression of the hotel to arrival guest by extending warm welcome.

To demonstrate a thorough understanding of all the facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate.

To serve as the main point of contact for all VIP guests and to ensure all departments are fully briefed on their preferences and requirements.

To ensure a very high level of customer service is being constantly maintained at Front Desk, Lobby and Executive Lounge.

Responsible for maintenance and upkeep of the lobby ensuring lobby is always in a good condition.

To coordinate with housekeeping with regards to flower arrangements as and when required.

To liaise with Food and Beverage department in order to get standardized amenities placed in all VIP guest rooms as and when required.

To coordinate with Rooms Controller to make sure VIP room blocking is done as per the requests, preferences and profile notes updated and all VIP rooms are thoroughly snagged post placement of amenities.

To give courtesy calls to all high profile, long-staying and unwell guests on regular basis in order to seek preferences and feedback.

To ensure guest's special occasions are celebrated as per the standardized procedures and guidelines in order to provide all our guests "home away from home" feeling.

To ensure all the concerns and issues highlighted by the guests are being handled with utmost care, immediate action is being taken and appropriate service recovery is being carried out.

To ensure regular guests and long-staying guests are given the due recognition, their views and suggestions matters and are being communicated to the higher management.

To maintain staffing levels accordingly in order to meet business demands.