Front Office Executive

Company Description

Grand Hotel (Bombay) Pvt. Ltd. is a hospitality company that was founded in 1922 with the opening of the Grand Hotel in Mumbai. The company owns and operates two properties in India, with a focus on offering unique and memorable experiences for its guests. The Grand Hotel, Mumbai is the flagship property, designed by George Wittet, and Valley View Grand Resort is the second property, located in Panhala, Kolhapur, at an altitude of 3000ft. above sea level. The company, having the expertise of over a century, is committed to providing excellent customer service and dedicated comfort to all guests that come to experience the offering of its unique novel hotels.

Role Description

This is a full-time on-site role for a Front Office Executive located in South Mumbai. The Front Office Executive will be responsible for day-to-day receptionist duties, including welcoming and greeting guests, managing reservations, answering phone calls and emails, and handling customer service inquiries. The Front Office Executive will also be responsible for maintaining a clean, organized, and welcoming reception area.

Qualifications

• Excellent interpersonal, communication, and customer service skills
• Experience in front office duties, including managing reservations and handling customer inquiries
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Ability to work independently and as part of a team
• Knowledge of a foreign language would be an advantage.
• Degree in Hospitality, Business Administration or related field

Responsibilities

Responsible for daily administration, meeting and greeting, dealing with guests queries and complaints, and booking rooms. Maintain high standards of customer services at the Reception desk so that customers expectations are consistently exceeded. Motivate and develop Reception team to ensure smooth functioning of the department and promote teamwork. Any matter which may affect the interests of the hotel should be brought to the attention of the Management. Keep records of room availability and guests accounts. Operates the front office computer system. Makes photocopies if needed. Computes bill, collects payment, and makes change for guests. Makes and confirms reservations.Posts charges such as room, food, liquor, or telephone, to guest folio. Makes restaurant, transportation, or entertainment reservations for guests. Deposits guests valuables in hotel safe or safe deposit box. Checks out guests and inquires about their stay. Provides and ensures high-quality guest relations. Receives and resolves guest complaints in a manner consistent with company policy. Makes Manager on Duty aware of any guest complaints.

Job Summary

Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Keeping track of Cashiers Shift at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.

Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards.

Salary Package

Attractive salary packages as per industry norms depending on the candidates past work experience and educational qualifications.