Rahul Kumar

Part of the pre-opening team.

• To assist in maintaining and/or developing agreed operating procedures involved in the Front Office and to ensure all Front Office employees adhere to the correct procedures as laid down in the operating manuals.
• Perform other duties as assigned by the Front Office Manager or General Manager.
• To ensure a smooth and efficient running of the Hotel operation, ensuring that all hotel guests and visitors receive an optimum level of service and care at all times.
• To use discretion and tact when dealing with guest enquiries, problems or complaints in an efficient and professional manner without detriment to the Hotel and/or its reputation.
• Drive improvement in guest satisfaction goals. Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations.
• To set a high example in regard to punctuality, appearance, courtesy, performance, attitude, leadership, guest relations, observance of the house rules, loyalty to Management and interdepartmental cooperation.
• Ensure own productivity and that of the team on a day-to-day basis by planning and assigning work and establishing performance and development goals as set by the Management.
• Provide mentoring, coaching and regular feedback to help manage conflict and improve employee engagement.
• Provides functional assistance and direction to department.
• Assist guest services agents in all Reception tasks.
• Make time to interact with guests, solicit feedback and build relationships.
• Assisting with the management of the team, setting objectives, probationary reviews, appraisals and training.
• Assists guests with international calls and directory queries.
• Monitors team performance in regards to achieving Key Performance Indicator (KPI) and Mystery Visit targets.
• Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Maintain and order parts and supplies in a timely and efficient manner while minimizing waste and maintaining “green” initiatives. May be responsible for hotel security to minimize the risk of theft, crime and other hazards. Keeps abreast of all modifications to accounting policies and procedures.
• Assist the IT shared services support in the PMS Maintenance, Configuration and Interface Management.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Participated in team-building activities to enhance working relationships.

Job responsibility:-

• Assist all departments in servicing the guests during high volume periods.
• The act empowered and empowered all associates to provide outstanding service by taking care of our guests.
• To carry out or ensure that regular On-the-Job training is taking place to agreed standards
• Responsible for the efficient and professional running of the front office, including relationships with other departments.
• To ensure that incoming and outgoing telephone calls are handled promptly and courteously.
• Perform tasks and projects as delegated by the Assistant Manager, Front Office Manager or Rooms Division Manager.
• Communicate closely with the assistant managers and Front Office Manager to ensure follow-up on any challenges, concerns, or staff performance.
• Make the change, cash checks, exchange foreign currency and post charges to guest accounts
• Work closely with the Concierge staff to coordinate the efficient handling of guest luggage and follow up on guest requests.
• Other duties and tasks as requested by management.
• Work closely with Housekeeping, Facilities and revenue team on a daily basis to manage room inventory.
• Performs all duties related to checking in and checking out of guests.
• Other duties as assigned by Assistant Front Office Manager and/or Front Office Manager.
• Assist staff with expediting problem payments (e.g., problems processing credit cards). Follow up with guests regarding satisfaction with guest-related issues. Assigning room in the PMS and identifying designated requirements and requests. (e.g., Smoking/Nonsmoking King bed/Twin bed VVIP Guest room allocation/Single Lady). Ensure that every guest who steps into the hotel should step out with a 100% satisfaction level with a fond farewell. Delivering quality and expected services to guests in interests of the organization.
• Operates the PBX equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
• Work closely with the Concierge staff to coordinate the efficient handling of guest luggage and follow up on guest requests.
• Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.

Job responsibility:-

• Provide assistance in FO & reservation general administrative activities
• Assists guests with international calls and directory queries
• Maintains a clean work environment
• Maintains detailed knowledge of the Emergency Response Team and workings of the telephone room in this regard
• Coordinate with the facility team for event management.
• Assist in allocation and utilization of conference rooms including set and cleaning aspects
• Greet and assist guests and ensure all arrangements with respect to their transport, hotel, meeting rooms etc. are fulfilled
• Participate in Emergency Evacuation procedures including crisis management and business continuity
• Assist the team with data input of routine reports and filing.
• Process all incoming and outgoing calls accurately and courteously.
• Oversee accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Identify guest reservation needs and determines appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests.
• Ensure maintaining the highest levels of confidentiality with the information accessible.
• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations.

• Streamlined check-in process to decrease wait times and increase customer satisfaction.
• Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
• Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
• Assisted guests with check-ins, account inquiries and any additional services needed.
• Recommended hotel services or amenities that guest may find useful.
• Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
• Collaborated with team members to handle guest requirements from check-in through check-out.
• Took reservations over phone and through email, recording guest information in computer system and verifying details.
• Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
• Performs the audit balances and prepares all works for audit in an orderly fashion.
• Follow the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing.
• Regular attendance, grooming standards and safety guidelines established by the company and site are essential to the successful performance of this position.
• Provide assistance to the guests who have health problems by offering a first aid kit or doctor’s service.