Job Description Prime Function: • 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, 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. Qualifications • 3 to 4 years of experience in a similar role within hospitality. • Strong leadership and communication skills. • Proficient in hotel management software (e.g., Opera, PMS). • Ability to handle guest complaints and solve problems efficiently. • Fluent in English (spoken and written) • Ability to work under pressure and manage shifts, including weekends and holidays.