SUMMARY

The Front Desk Manager is responsible for the management of all aspects of the front office in accordance with Taj standards. Directs, implements, and maintains a Forbes Five Star service, management, and leadership philosophy, which serves as a guide to respective staff.

JOB DESCRIPTION

Maintain complete knowledge always of:

• All hotel features and services as well as hours of operation
• All room types, numbers, layout, décor, appointments and location
• All room rates, special packages and promotions
• Daily house count and expected arrivals / departures
• Room availability status for any given day
• Review daily arrivals to ensure proper handling of VIPs and Return Guests, groups, etc. and to escort VIPs and Return Guests to their rooms.
• Supervision of Front Desk agents ensuring the smooth flow of operations
• Ensure SOP’s are adhered to and system in place to monitor it daily
• Ensure Front Desk agents are constantly reminded of the Taj Standards and Forbes Five Star Standards
• Responsible to ensure guest comment cards with negative feedback are followed up on with the guest and staff where applicable
• Counsel and ensure accountability of team; always keeping moral high
• Ensure relevant training for the department is carried out and completed
• Communicate with Executive Team and Head of Department on a daily basis to review business status and ensure effective handover of operation and follow up items
• Handle disciplinary problems and counsel employees according to hotel work rules and standards
• Monitor the staff interaction with guests, ensuring prompt and courteous service; resolve all discrepancies and glitches
• Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to Forbes Five Star standards
• Responsible to ensure important information is shared daily with the entire team and the managers.
• Display creativity and take initiative to improve the operation.
• Work with and assist all other department as necessary with their job functions to ensure complete and optimum guest satisfaction
• Communicate closely with accounting for any issues related to finance
• Handle guest complaints according to standards ensuring guest satisfaction
• Foster and promote a cooperative working climate with team members to maximize productivity and ensure positive employee moral

JOB REQUIREMENTS

• A minimum of 3 years of front desk management experience
• Experience in the luxury hotel market is preferred
• Degree in Hospitality Management is a plus
• Prior experience in a union environment highly preferred
• Strong leadership and customer service skills is necessary
• Previously demonstrated leadership skills supporting a diverse team focusing on achieving excellence, interdepartmental teamwork, and exceptional customer service
• Must be a creative and effective leader and team player, possessing a high degree of professionalism, energy, and determination
• Must be able to work in a fast-paced environment; all shifts including overnights
• Excellent communication skills, both written and oral
• Results oriented with the ability to adapt to the challenges of a continually evolving workforce, while remaining flexible and working under pressure
• Ensure a safe work environment is always maintained and that all team members are committed to working safely