Front Office Manager - Delhi/ncr - Unison
- Unison Hotels
- 7 - 10 years
- Delhi, NCR
- 4 years ago
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Job Description
Supervises the overall activities of Front Office, Housekeeping, Security , Laundry, Recreation and Health Club operations
Monitors the personnel of these operations to ensure guests receive prompt, cordial attention and personal recognition
Ensures staff, particularly guest contact personnel, are familiar with Club members, known repeat guests and other VIPs and provide special attention and recognition
Assumes overall responsibility for maintaining presentation standards to ensure facilities and equipment are clean, in good repair and well maintained
Schedules and regularly conducts routine inspections of areas under control
Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of Room Division employees
Conducts comprehensive monthly departmental meetings to include review of procedures and events which warrant special handling and detailed information
Promotes Inter-hotel sales and in-house facilities
Monitors and controls the inventories for operating equipment and supplies
Monitors and controls the Room Division Operation , including Safety and Security in the areas of revenue expenditure, profitable and performance against budget
Customer Service
Demonstrate service attributes in accordance with industry expectations and company standards including:
Being attentive to Guests
Accurately and promptly fulfilling Guests requests
Anticipate Guests needs
Maintain a high level of knowledge which affects the Guest experience
Demonstrating a 'service' attitude
Taking appropriate action to resolve guest complaints
Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers
Review and update existing standards to ensure competitiveness
Financial ResponsibilitiesPrepare, manage and achieve the department's budget. Duties include:
Prepare and manage a cost effective budget with measurable targets for department within the financial parameters set down by the hotel budget
Effectively monitor and analyze variations from the budget
Develop systems that measure the cost effectiveness of the department
Develop procedures that track, report on, and control the running costs of the department
Business Planning
Contribute to the overall strategic plan of the business and help compile the annual hotel business plan
Keep abreast of trends in your area and implement best practice initiatives
Develop a competitive business plan for your operational area and communicate this to your operational colleagues and staff
People Management
Work within the company's Human Resource Management System to ensure the departmental performance of staff is productive. Duties include:
Plan for future staffing needs
Recruit in line with company guidelines
Prepare detailed orientation programmes for new staff
Maintain a comprehensive, current and guest focused set of departmental standards and procedures and oversee their implementation
Ensure training needs analysis of your departmental staff is carried out and training programmes are designed and implemented to meet needs
Deliver training
Actively work at developing your direct reports and identify high potentials
Maintain training records for all direct reports and ensure they do the same for their staff
Conduct probation and formal performance appraisal in line with company guidelines
Coach, counsel and discipline staff, providing constructive feedback to enhance performance
Approve leave requests after considering peaks and troughs in the business
Regularly communicate with staff to maintain positive relationships
General
Comply with the Company's Corporate Code of Conduct
Familiarise yourself with the company values and model desired behaviours
Perform tasks as directed by the Manager in pursuit of the achievement of business goals
Health, Safety and Security
Familiarize yourself with Company Health and Safety Policies and ensure your areas promote and comply with them
Take responsibility to rectify hazardous situations, reporting major areas of concern to General Manager or designate
Familiarize yourself with property safety, first aid and fire and emergency procedures and actively enforce these in your area of responsibility
Ensure security incidents in your operational area are reviewed and corrective measures implemented to prevent recurring incidents
Job Classification
Industry: Travel , Hotels , Restaurants , Airlines , RailwaysFunctional Area: Hotels, Restaurants,
Role Category: Front Office/Customer Care
Role: Front Office/Customer Care
Employement Type: Full time
Education
Under Graduation: B.Sc in Any Specialization, Hospitality and Hotel ManagementPost Graduation: Post Graduation Not Required, MS/M.Sc(Science) in Any Specialization, Hospitality Administration
Doctorate: Doctorate Not Required, Any Doctorate in Any Specialization
Contact Details:
Company: UNISON HOTELS PVT LTDAddress: Nelson Mandela Road , Vasant Kunj -II, NEW DELHI, Delhi - 110070,India
Location(s): Delhi, NCR
Keyskills: Training Need Analysis Customer Service Training Needs Cost Effective Front Office Management HR Performance Appraisal Health Club Strategic Planning Recruitment
Unison Hotels
The Grand New Delhi, nestled in the heart of Delhi NCR, is the city's most distinguished luxury hotel. An ideal destination for the discerning business and leisure traveler, the 5-Star Luxury Hotel boasts of modern facilities and a resort like feel with luscious greens & magnificent waterscapes. A p...
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