ASSISTANT FRONT OFFICE MANAGER

Job description SBU DHARANA AT SHILLIM Department FRONT OFFICE Role MANAGER Designation ASSISTANT FRONT OFFICE MANAGER Grade C2 Direct Reporting to Head of Operations / Head of Guest Experience Indirect Reporting to Direct Reportees Asst Managers and Supervisors of Front Office Indirect Reportees All employees in the Front Office LOCATION Shillim, Pune JOB OBJECTIVE : Functions as the strategic business leader of the Retreat's Front Office Operations which includes Reception, Cashiering, Travel Desk, Telephone Operations, Business Centre. The position ensures Front Office Operations meet the brand s standards, targets guest needs, ensures associate satisfaction, focuses on growing revenues and maximizes the financial performance of the department. To strive for excellence both in terms of organizational profitability and creation of a congenial work culture. KEY RESPONSIBILITIES : Strategic (Direct ownership) Develops departmental goals and strategies and ensure alignment with the Retreat business strategy for positioning, maintaining / improving the revenue generation and through effective utilization of all resources Conducts periodic competition analysis and plans tactical strategies to increase and maintain a leading share in the market. Leads the exercise on defining key deliverables for each of the teams members and initiatives and the monthly review process for the department KEY RESPONSIBILITIES As a key Retreat leader, relates to and advocates Shillim Institute to facilitate positive action in the areas of conservation, sustainability and healing. In all operational aspects, encourages and practices wellness and sustainability principles. Takes daily rounds of all guest areas to ensure that all areas are maintained as per standards. Conducts Room Checks with the Executive Housekeeper and Chief Engineer every day for VVIP guests arrival rooms. Reviews all group bookings, smooth check-in/check outs of all guests with proper preparation and settlement of invoices. Ensures speedy and timely actions during emergency situations as per the SOP guidelines. Overviews and co-ordinates with the Chief Engineer and Executive Housekeeper with regards to room refurbishments, renovations and shutdowns for maintenance activities. Reviews audit findings Safety/Hygiene and ISO audits and takes corrective measures to ensure full compliance. Prepares the internal audit checklists as per the Retreat Safety Guidelines. Adheres to all departmental statutory compliances. Ensures organizational policies and procedures are implemented. Analyses the guest feedback system, & audits scores for related functions (check in/check out, concierge, travel desk, etc) and allied departments and develops improvements/innovations and ensures they are implemented. Maintains professional, close contact with guests, guests and competition and incorporates necessary changes in services and amenities. Researches international trends in Wellness Retreat operation, new products, pricing and services of competition. and makes plans for implementing the same as applicable. Financial Reviews financial reports and statements to determine how departments Rooms/ Travel Desk/ Guest Service/ other areas are performing against budget. Participates in the revenue meetings and contributes towards achieving Rooms Division revenue targets. Analyzes information, plans expenses against forecasted revenues so as to ensure that the departmental Budget is achieved on a monthly basis. Review early check-in, late check-out and drives up selling opportunities in the department. Reviews PACE performance and implements plans to increase the business on books status. Suggests remedial plans where required. People (Direct Ownership) Working closely with the Head of HR, builds his/ her team. Sets goals and expectations for direct reports and ensures that it is done for the entire department. Coaches team towards meeting and exceeding the goals. Conducts periodic performance reviews and annual performance appraisal based on the set guidelines. Helps to identify High-Potential employe