Responsible for the smooth functioning and for the satisfactory rooming and welfare of all guests of the hotel.
Responsible for Reception, Concierge operations, Telephones, Hospitality and Cashier.
Liaise with different departments for smooth and coordinated work.
Ensure cleanliness of all areas under the Front Office viz., Lobby, corridors, main staircase and drive away.
Ensure to interact with the guests & enable the team to understand guest requirements.
Key Responsibilities:
Front Office Planning
Ensure that the arrivals and departures for the day and relevant records are maintained.
Ensure quality in all aspects of work and among the staff in the lobby.
People Management
Personally welcome and escort all guests of the hotel.
Authorize courtesies for V.I.P’s.
Ensure that regular training is conducted as per the standards.
Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.
Financial Management
Responsible for maintaining high level of room sales, by up-selling.
Ensure maximum room occupancy within agreed overbooking policy.
Ensure to balance the accounts on a daily basis.
Operational Management
Adhere to the Standard Operating Procedures & policies.
Check out-standings of in-house guests on a daily basis.
To check whether the following records are kept in order and up to date.
“C” forms
Reception / Information Log Book
Ensure that the luggage of incoming and outgoing guests is handled quickly and efficiently.
Ensure that all mail and messages awaiting arrival of incoming guests are promptly delivered.
Check the grooming and hygiene of the team.
Ensure all V.V.I.P room inspection in coordination with House Keeping Department.
Ensure that newspapers and parcels are delivered in the rooms without delay.
To be readily available at all times to deal with problems or complaints.
Ensure effective and speedy check-in & check-out facilities.
Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.
Ensure that the entrance is easily accessible to cars and taxis at all times.
Conduct briefing for concierge and Front Desk Associate’s
Managerial Qualities
Leadership skills that utilize persuasion and motivation to attain organizational goals is the most desirable management quality, followed by honesty, integrity, ethical behavior, tactfulness, openness, and cultural awareness;
Ability to accept responsibility;
Self confidence, motivation, drive and tenacity;
Ability to enhance organizational performance;
Ability to clearly delegate tasks and responsibilities;
Ability to think strategically, inductively, and creatively;
and the propensity to recognize and acknowledge other peoples’ ideas.
Hygiene / Personal safety / Environment:
Ensures that the workplace and storage areas remain clean and tidy
Respects the instructions and safety guidelines for the equipment (s)he uses
Applies the hotel's security regulations (in case of fire etc)
Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc) and meets Novotel ISO 14001 environmental commitments as applicable to the role, if the hotel is involved in the programme.
Key Contacts
Liaises with
Responsible for (as assigned)
Rooms Division Manager
Asst. Front Office Manager
Housekeeping Team
GSA- Front office, GRE & Bell Associate
Occupational Health & Safety
Employee Responsibility
All employees to safeguard their health and safety, and the health and safety of others, in the workplace.
Replacement and Temporary Mission:
This job description is not intended to be an exhaustive list of all responsibilities skill, effort or working condition associates with the position. It is only indicative and intended to provide a description of the principle elements essential for the performance of the job. All job descriptions are subject to change.
Be ready and responsible for any job, which may be assigned by the Management.
Duty Manager