Overall responsible for Front Office Operations, Supervising Managers ,Guest Service executives, Agents, Guest Relations, Guest Service Centre, Concierge, Valet, Night Auditors & activity center team to ensure total guest satisfaction. Provide guidance and direction to all associates to ensure they are adhering to all hotel policies, standards, procedures and regulations. The ability to perform all front office functions both quickly and efficiently by providing continous training . Assist the Department Heads in all areas to ensure smooth, efficient operations.

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Guest Relation, Switchboard, Guest Services/travel desk .Directs and works with Duty managers & FO team to carry out procedures for smooth operations. Being a role model to all subordinates ,Providing leadership and support to all team members of the Front Office, implements and enforces the Kohinoor Asiana Hotel brand Standards of excellence.Managing daily operations, ensuring the, guest, employee satisfaction , quality ,standards and exceeding the expectations of all the guests at all time & maximize the financial performance. Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Striving to improve the exceptional. Communicates a clear and consistent message regarding the Front Office goals to reap desired results. Involvement in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results. Striving for guest satisfaction during all departmental meetings and focuses on continuous improvement. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Handles guest problems and complaints effectively. Ensures compliance with all Front Office policies, standards and procedures. Monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Develops specific goals and plans to prioritize, organize, and accomplish your work. Ensures employee recognition is taking place on all shifts.Demonstrates honesty/integrity; leads by example. Managing all day-to-day operations.Understanding employee positions well enough to perform duties in employees' absence. Establishes and maintains open, collaborative relationships with employees.

Resolved all issues related with3rd party payments, bank transfers, Credit Card Payments, settlements, Overcharged, undercharged & Pre-authorization amount.Maintained the House bank account in coordination with hotel general cashier.All types of gift vouchers, paymasters, complimentary stays, employee discounts & corporate discounts are monitored.All discrepancy rooms, Out of order rooms & out of service rooms in coordination with housekeeping & engineering were closely monitored so not to interrupt the operation.Attend the Pre Con meeting along with other departments to discuss Group arrival with their specific requests & delegate the responsibilities accordingly for their smooth stay & departure.100 % Empowerment was fully utilized on various occasions to WOW our loyal & repeat guests.Special occasions like birthdays, anniversaries, weddings, special corporate promotions & religious festival guests were always given top priority to meet their expectations.Staff scheduling, vacation planning, performance review, monthly departmental meeting, staff outing & responsibilities were taken care with utmost importance.Night Opera audit, Micros audit along with credit & cash limit, bucket check, Rate, rate codes, market codes & market segments were invigilated for zero errors & prepared reports for senior management.Up selling the rooms, restaurants, romantic setup, beach private dinners & special weekend packages generating extra revenue for both the organization & the staff was encouraged.Assisted all types of business guests in business centre by, connecting to internet, printing, scanning, spiral binding, laminating, photocopying, mail, fax, messaging etc.Assisted the front desk operation at all time during peak hours & avoided the guests getting delayed.

Assist the Duty Manager/Assistant Front Office Manager and the Reservations Manager in their Functions to ensure optimum Occupancy with maximum Average Room Rate.Ensure that all guests receive Promptly Cordial attention at all times and encourage personal recognition of all Guests & the Front Office staff to act positively to all Guest , with a special care to Regular Guests and VIP’s .Develop and Train Junior Staff to Perform their Functions with Maximum productivity and efficiency so as to prepare them to assume greater responsibilities.Page 2Take personal Pride in the responsibility of ensuring that the Lobby area, Reception desk , Concierge Counter, as well as the Telephone Operator area are kept in a clean state at all the Times.Personally inspect V.I.P Rooms Prior to Guest’s Arrival time whenever Possible, otherwise delegate this responsibility to a dependable Assistant or Supervisor.Supervise the Activities of the Front Office Personnel to be matching with the Company Policies & Procedures.Ensure that the Credit Policy of the Hotel is followed in order to minimize the uncollectable city ledger accounts.Hold Front Office Departmental Communication Meetings to review procedures that need Careful Handling and explanation, minutes of the Meeting will be typed and posted on the Front Office Bulletin Board.Welcome and escort V.I.P guests to their rooms , or to delegate this responsibility to a dependable Assistant.Handling all the Travel Agents and Tour Operators Familiarization Trips to the Hotel, and coordinate with the Departments Concerned if needed.To be fully aware of the Booking situation Together with the Reservation Manager to avoid any Uncontrollable Situation, with maximizing the Rooms Revenue.To Maintain Close working relationship with the Hotel Sales , to ensure that Groups, Conventions are properly Handled and that Sales is Kept informed as to occupancy levels.

One Point of Contact to the guest. Right from Check-in (Pre arrival) to check out (post departure).Managing of a small team of professional butlers, Anticipating likes and dislikes and compilation of excellent recordsUp keeping inventories & par stocks of china, glass, silver, furniture, Confidential Record keeping, guests likes and dislikes and documented, like service requests, preferences business activities, up keeping of profiles & all contact numbers.Strong Communication, clear, concise and well directedStrong five star background (experience of exceptional standards)Food & Beverage backgroundOrganise in formal dinner parties, entertaining and party planning with strong knowledge of menu planning, foods, cooking methods, service of Wines, beverages & cocktails service.Conducted professional staff meetings, to establish systems and schedules, and training and gain respective feedback. Handling valet duties and guests laundry.Expert hands on Ability, able to assist and roll sleeves up when and where necessary. Good knowledge of housekeepingPage 3Strong co-ordination skills and delegation skills, able to get on with people and liaise management requirements when necessary as per priority. To implement Butler service standards throughout the property.To manage with a high level of efficiency in which everyone plays a positive part. To handle any staff dispute and report any problem concerns to the departmentTo ensure standards are maintained with packing and unpacking, when ever and wherever the guest want to travel in good timeTo ensure the highest standards of health and safety and that emergency procedures are put in place to have back up plans for when things go wrong.Maintain a checklist of all household requirements to include cleaning material, linen, food items, maintenance, supplies, grounds, furnishings, decorations, silverware, service ware, cookware, liquor.Assist with travel arrangements, Handling systems and checklists