Front Office Executive
Front Office Executive
The Lotus Suites is built on a deep understanding of what makes a stay truly special. We combine nearly two decades of expertise with a genuine passion for taking care of people. Our focus is simple: providing a warm, welcoming environment where every guest feels valued. We take pride in our long history of service and remain dedicated to making every visit comfortable, professional, and memorable. .
At The Lotus Suites, we believe our employees are our greatest asset. We are committed to fostering a dynamic work environment that encourages innovation, collaboration, and personal growth. Join us in creating memorable experiences and shaping the future of hospitality. Explore exciting career opportunities with us and be a part of a vibrant team that values passion, excellence, and diversity.
To ensure smooth running of front office operations with the objective of delivering seamless customer service to maximize guest satisfaction within the limits of corporate guidelines and standards.
Works on assigned goals and prioritizes, organizes, and accomplishes the task along with the team.
Assists the Front Office Manager/ Duty Manager in co-ordinating with various other departments in order to ensure personalized, prompt and flawless service to all guests.
Focuses on generating incremental revenue through Early Check-in and Late Check-outs.
Encourages the team to cross sell other hotel services like F&B, Restaurants, Travel Services etc.
Monitors the business of competition hotels in terms of new accounts and rates. *Ensuring charging Early check in and Late checkout (Revenue Levers) charges and maximizing revenues. *Escalate to the room’s controller in case the assigned room is not ready or as per guest preference. Upgrade the room in case the guest is willing to pay the difference in amount after checking the rooms’ availability. Leverage upselling opportunities to the guest to maximize revenues.
Process
Greet and assist guests with check-in, check-out, and other requests. Ensure that guests’ needs are met, providing excellent customer service at all times.
Handle guest complaints or issues efficiently and professionally, escalating to the Duty Manager when necessary. Oversee the daily activities of front desk agents, ensuring high levels of performance and adherence to procedures.
Assist in training new staff, providing guidance on customer service standards, hotel policies, and procedures. Monitor staffing levels, adjusting schedules to ensure adequate coverage during peak times.
Assist in managing reservations, both online and over the phone, ensuring accuracy and promptness. Maintain guest records, including personal information and billing details, in accordance with hotel policies.
Ensure proper handling of cash, credit card transactions, and financial records.
Collaborate with housekeeping, maintenance, and other hotel departments to ensure a seamless guest experience.
Communicate guest preferences or special requests to relevant departments.
Assist in implementing and enforcing hotel policies and procedures. Ensure compliance with health, safety, and security regulations.
Ensure that the allotted room, registration card and keys are ready before guest arrival. Check with bell staf for delivery of baggage to room on time.
Receive calls relating to front desk related work, rate queries, and reservations then responding accordingly. Forwarding any calls to relevant department. Receive wake-up call request from guests and record it in the wake call book and submit to the telephone operators.
Leverage upselling opportunities to the guest to maximize revenues.
Customer
Actively seeks information to understand and address guests' needs.
Prepares reports of guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken in consultation with the Duty Manager.
Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
Reviews arrival list every day and ensures guest preferences of repeat guests, VIPs, Inner-circle and Chambers members are communicated and delivered by the concerned departments.
Maintains regular contacts with corporate and individual guests, and build strong relationships with them.
Makes oneself available in the lobby during busy operational hours and interacts with the guests to solicit feedback for any required process improvements.
Responds to and handles guest problems and complaints.
Education: A Degree or Diploma in any stream. Diploma or Degree in Hotel Management will be preferred.
Experience: At least 1 years of experience in hotel Front Office work.
Skills: Good with computers (MS Office, Excel, Gmail) .
Communication: Excellent English and Hindi (speaking and writing) along with efficient Email communication skills.
Personal Style: You should have a professional appearance, a calm personality, and a natural way of making guests feel special.
At least 1 year of relevant experience at a managerial position or 3 years of relevant experience at a supervisory level.
Employee Benefits
Certified Professional Training: We invest in your future. We provide access to certified online courses so you can learn new skills and earn professional certificates at our expense.
Comprehensive Healthcare: We prioritize your health by providing Employee Insurance coverage for peace of mind.
Medical Support: Access professional medical advice through our network of trusted doctors whenever you need a consultation.
In-House Pharmacy Access: For your convenience, we provide access to our own medicine shop for essential healthcare needs.
Local Business Discounts: We are proud of our community. Our employees receive exclusive discount coupons to use at various shops and small businesses across town.
Performance Rewards: Hard work is celebrated. We offer performance-based incentives and "Employee of the Month" recognition for those who deliver exceptional guest service.
Growth & Mentorship: With 18 years of hospitality knowledge, we offer on-the-job training to help you advance into leadership roles within the hotel.
Team Spirit: We foster a strong community through social gatherings, festival celebrations, and annual staff events.
If you are interested in working with us, fill out this form: https://forms.gle/6TiRNk16STRBzK147