Jema Mani DIGI

• Occupy the hotel lobby and other public areas, particularly at busy times

• Manage, record, and resolve promptly all Guest complaints

• Meet and greet VIP Guests and major corporate clients upon arrival

• Stay current with all hotel products, services, policies and emergency procedures

• Revert back guest reviews (ALL OTA SITE MMT, BOOKING.COM, EXPEDIA, AGODA)

• Monitor Guest satisfaction reports and implement actions to improve results

• Responsible for the shift operations.
• Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior.
• Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests.
• Handles guest complaints and other related problems and reports on the Assistant Manager’s log book.
• Assists reception, business center, and cashier.
• Answers guests inquires, handles complaints and attend to the needs of the guests
• Follows up in credit check report, liaise with credit manager.
• To responsible for front office operation during the absence of Front Office Manager
• To discuss all matters that needed to follow up with the next Front office Manager
• Assigns Duty roster for all Front desk staffs.
• Take care of guest comfort and preference, every day try to meet in house guest to take care of them.
• Collaborates with the Front Office Manager on ways to continually improve departmental service.
• Take care of Departmental Training.
• Keep eye on Trip Advisor Ranking.
• Make Wow Experience for the guest.
• Assist VIP guest.
• Promote Upselling.
• Check credit limit of in house guest.
• Night Audit.
• Achieving Loyalty program target.
• Taking Lead during emergency.

Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. • Develops specific goals and plans to prioritize, organize, and accomplish the work.

• Strives to improve service performance.

• Collaborates with the Front Office Manager on ways to continually improve departmental service.

• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.

• Participates in the development and implementation of corrective action plans based on review of comment cards, online review and guest satisfaction results.

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

• Implements the customer recognition/service program, communicating and ensuring the process.

• Ensures compliance with all Front Office policies, standards and procedures.

• Monitors adherence to all credit policies

• To keep close follow up on developments of the competitor hotels (occupancy, structural alterations, renovation, special campaigns, rate promotions, marketing efforts, theme events etc.).

• To update customers with the latest development of the hotel by means of Web-site and some other available distribution channels.

• To keep front office staff informed on all changes or developments within the hotel and the company. Training, developing, and motivating staff to increase productivity

• Assigning room for the VIP guest.

• Coordinate guest services and provide all relevant information.

• Attending calls. • Sending mails to the guest for festivals and Birth day.

• Meeting guest at Breakfast buffet.

• Ensure guest comfort in terms of stay and services provided to them.

Special room assignment for Long stayer guest.

• Giving courtesy call to all room each alternate day to ensure comfort stay.

• Special welcome with Indian Tradition to foreigner guest.

• Welcoming Guest and making them comfortable.

• Checking Buffet Food and re-filling.

• Buffet set up.

• Coordinate guest services and taking feedback from guest.

• Promoting food festivals by Tele calling.

• Take care of Billing. • Billing and maintaining records and files.

• Maintaining good guest relation ship

• Handling Kitty parties