NAVNEET SINGH

1. Guest/Client Relations:

• Welcome, and check in guests and clients.
• Provide information on services, policies, and amenities.
• Address any inquiries or concerns promptly, and professionally.
• Handle guest complaints, and resolve issues in a positive manner.
• Maintain a high level of customer service, and ensure customer satisfaction.

2. Supervising front desk staff:

• Hire, train, and manage front desk staff.
• Ensure staff is well-trained on customer service, software systems, and operational procedures.
• Develop work schedules and manage staffing to ensure the front desk is adequately staffed during peak times.
• Evaluate team performance, and provide feedback or coaching as needed.

3. Administrative Duties:

• Oversee administrative functions such as data entry, answering phones, and handling emails.
• Maintain records of guest interactions, transactions, and bookings.
• Ensure accuracy in the management of reservations, check-ins, check-outs, and billing.
• Prepare reports on occupancy, revenue, and staff performance.

4. Coordination with Other Departments:

• Communicate with housekeeping, maintenance, and other departments to ensure smooth operations, and address guest needs.
• Ensure that special requests (e.g., room preferences, amenities) are communicated to the relevant departments.
• Collaborate with sales and marketing teams to enhance the guest experience.

5. Managing Reservations:

• Oversee the reservation process, ensuring correct booking details, and handling changes or cancellations.
• Monitor room availability and rates, ensuring compliance with pricing and occupancy rules.
• Manage any booking systems or software used for reservations and guest management.

6. Financial Management:

• Ensure accurate billing for guests, clients, including processing payments, issuing invoices, and handling refunds.
• Monitor cash flow at the front desk and ensure that all financial transactions are properly documented.

7. Problem Resolution:

• Address and resolve guest issues or complaints with professionalism.
• Handle emergency situations, such as guest medical issues, or operational breakdowns.
• Assist in conflict resolution between guests and staff.

8. Maintaining a Front Office Environment:

• Ensure that the front office area is clean, organized, and welcoming.
• Keep track of office supplies, ordering, and managing stock as needed.
• Maintain safety and security protocols for the front office, and ensure that guests’ personal information is protected.

9. Technology & Systems:

• Ensure that the front office technology systems (reservation software, billing systems, etc.) are functioning properly.
• Troubleshoot and resolve minor technical issues related to office equipment or systems.

• Greet guests with a warm and friendly welcome.
• Check guests in and out efficiently, ensuring that all required information is captured and updated in the system.
• Address and resolve guest complaints or issues promptly, ensuring guest satisfaction.
• Assist with reservations, including modifying or canceling bookings when necessary.
• Process group reservations or special event bookings.
• Ensure that reservations are correctly recorded and updated
• Respond to emails regarding reservations, guest inquiries, or complaints.
• Direct calls to the appropriate departments or staff as needed.
• Handle billing disputes or discrepancies, and ensure any issues are resolved.
• Communicate with housekeeping, maintenance, and other departments to fulfill guest requests (e.g., extra towels, room repairs).
• Ensure that guest preferences and special requirements are communicated to relevant departments.
• Coordinate check-ins for guests with special needs or requests.
• Ensure accurate record-keeping of transactions and issuing of invoices and receipts.
• Ensure the front desk is organized and presentable at all times.
• Keep a record of guest feedback or complaints to inform management of any issues.
• Maintain logbooks or checklists for important tasks and guest interactions.
• Monitor lobby and public areas to ensure they are clean and welcoming.
• Handle cash transactions, including payments for services such as food, drinks, and amenities.
• Perform end-of-day cash reconciliation to ensure accuracy.