o maintain a high customer service focus by approaching your job with the customers always in mind. • To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues. • To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance. • To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you. • To maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals. • To maintain an environment that promotes flair, creativity and consistency in the quality of customer service delivery and presentation. • To ensure that all Front Office related polices and guidelines are followed and implemented. • Staffing and Scheduling of the shift and allocation of duties. • Implement systems and procedures that achieve higher cost efficiency and guest satisfaction. • Facilitate learning and development for all the team members of the outlet • Performance Appraisal/ Management of the staff in the department. • Maintain the Log Book and effective follow up system, Check the daily arrival list and monitor all VIP movement. • Ensure that the guest has a pleasant stay by supervision of; o Room allocation o Smooth Check In & Check Out o Special requirements of the guest • Co-ordinate with departments like Security and Housekeeping to ensure that all the security, hygiene and aesthetic standards of the hotel are met. • Act as a ‘One Point Contact’ for the guest; constantly interact with guests in order to solicit feedback. • Prepare reports on Occupancy, Average rates, Reservations etc. • Monitor daily performance and manage revenue through revenue and yield management techniques. • Ensure through regular monitoring of SALT and feedback, prompt, efficient and accurate service to all guests. • Maintain the Guest History System and updating of all the guest profiles. • Monitor the business of competition hotels in terms of new accounts and rates. • Ensure that all the operational standards set for all the processes are followed. • Co-ordinate operations with Concierge, Travel Desk, Guest Services Hotline or any other sub departments, through the guest cycle. • Ensures norms, procedures and systems for safety and security of guest belongings (e.g. Lockers, Left luggage etc.) are followed. • Maintain regular contacts with corporate and individual customers, and build strong relationships with them. • Ensure that all the statutory requirements for in house guests are met (C–Forms etc.)