Position| Front Office Manager
Hotel| Taj Holiday Village, Goa
Responsibilities
* To lead the Front Office department, in order to provide the highest level of comfort and hospitality to all guests.
* Achieve total guest satisfaction by providing service, which is the best in class, and maximize organizational profitability through effective utilization of all resources.
* Managerial:
* Forecast trends in occupancy, budget for room sales, average rate and other revenue.
* Develop and implement strategies to achieve a larger market share and attract new segments.
* Create a work environment that is high in employee morale and provides constant learning & development and use the feedback from ESS/ESTS to draw an action plan.
* Develop systems and procedures that achieve higher cost efficiency and guest satisfaction.
* Recruitment and Performance Appraisal/ Management of the staff in the department.
* Develop & Implement the annual plan using the TBEM framework, linking the departments objectives to the units overall strategy.
* Operational:
* Develop and implement strategies for optimization of sale of rooms inventory and maximization of Average room rate.
* Monitor daily performance and manage revenue through Revenue and Yield management techniques.
* Ensure through regular monitoring of GSTS and constant guest feedback, prompt, efficient and accurate service to all guests.
* Manage the Guest History System and effectively use the guest profiles, CIS, CFS etc.
* Review the monthly business reports and analyze market and occupancy trends.
* Monitor the business of competition hotels in terms of new accounts and rates.
* Ensure that all the operational standards set for all the equipments & processes are followed.
* Work in association with the Exec Housekeeper for effective rooms management.
* Work closely with the Sales and Marketing department in the area of promotions, special packages, corporate discounts, new accounts etc.
* Develop departmental trainers in association with the training department & oversee all the training activities within the department.
* Maintain regular contacts with corporate and individual customers, and build strong relationships with them.
* Stay informed about local, national and international best practices/trends in accommodations management.
* Identify key communities, plan various initiatives and co-ordinate the support activities.
Requirements
* Education: Graduate/Diploma in Hotel Management from a well recognized Institute/University.
* Experience: Progression through various positions Front Office in various sections and a minimum of 6-8 years of managerial experience.
* Handling reservations and group bookings.
* Implementing various systems in the Front Office operations.
* Knowledge/Skill: Thorough knowledge of Accommodation management, Revenue Management, GDS & other reservation systems.
* Basics of Accounting and Financial Management.
* Working knowledge of MS Office, Micros and Fidelio (or any other property/point of sale systems).
* Room Pricing & Selling techniques.
* Customer Orientation.
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