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 employees in the department and ensures the career development plans and succession planning of subordinates.
Organizes, attends, and ensures Cross-training in all Guest Service Areas.
Identifies the developmental needs of others and coaches, mentors and helps others to improve their knowledge or skills.
Ensures disciplinary procedures and documentation, adhering to the standards and values of Retreat.
Identifies departmental and individual training needs, develops training calendars, conducts training and recommends suitable training programs to address individual capability gaps. Participates in certification of team members in key skills. Ensures self and direct reporting managers attend appropriate core training classes.
Creates a culture of recognition and appreciation by actively participating in the Reward and Recognition program.
Creates a culture of two way communication by conducting departmental meetings, reviewing suggestion and feedbacks and implementing suitable action plans.
Interfaces External
Guest
Local community heads
Government Officials
Internal
General Manager
Rooms Division Manager
Team Members
Head of the Departments
Corporate Heads
Desired Knowledge and Experience
Qualification : Degree/Masters in Hospitality
Experience : Total years of experience of 5-8 years of which 2 years of hands on leadership experience in a leadership or management capacity.
Preferable : Prior experience of having worked in a successful wellness destination.
Competencies required Technical competencies
Budgeting & Forecasting
Knowledge of HR, Training, Sustainability, Revenue Management, Financials tools & techniques
Business Acumen
Property Management & Guest Feedback System
Safety & Hygiene Practices
Property Management & Guest Feedback System
Knowledge of Front Office and Guest Service operation and other hotel operations
Functional Competencies
Strategic Thinking
Analytical Approach
Coaching and Mentoring
Team Building & Orientation
Interpersonal Effectiveness
Result Orientation & Entrepreneurial Drive
Guest Centricity
Conflict resolution/ Managing Crisis
Decision Making
APPLY NOW
Qualification :
Degree/Masters in Hospitality
Role: Front Office Manager
Industry Type: Travel & Tourism
Department: Food, Beverage & Hospitality
Employment Type: Full Time, Permanent
Role Category: Front Office & Guest Services
Education
UG: Any Graduate
PG: Any Postgraduate
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 employees in the department and ensures the career development plans and succession planning of subordinates.
Organizes, attends, and ensures Cross-training in all Guest Service Areas.
Identifies the developmental needs of others and coaches, mentors and helps others to improve their knowledge or skills.
Ensures disciplinary procedures and documentation, adhering to the standards and values of Retreat.
Identifies departmental and individual training needs, develops training calendars, conducts training and recommends suitable training programs to address individual capability gaps. Participates in certification of team members in key skills. Ensures self and direct reporting managers attend appropriate core training classes.
Creates a culture of recognition and appreciation by actively participating in the Reward and Recognition program.
Creates a culture of two way communication by conducting departmental meetings, reviewing suggestion and feedbacks and implementing suitable action plans.
Interfaces External
Guest
Local community heads
Government Officials
Internal
General Manager
Rooms Division Manager
Team Members
Head of the Departments
Corporate Heads
Desired Knowledge and Experience
Qualification : Degree/Masters in Hospitality
Experience : Total years of experience of 5-8 years of which 2 years of hands on leadership experience in a leadership or management capacity.
Preferable : Prior experience of having worked in a successful wellness destination.
Competencies required Technical competencies
Budgeting & Forecasting
Knowledge of HR, Training, Sustainability, Revenue Management, Financials tools & techniques
Business Acumen
Property Management & Guest Feedback System
Safety & Hygiene Practices
Property Management & Guest Feedback System
Knowledge of Front Office and Guest Service operation and other hotel operations
Functional Competencies
Strategic Thinking
Analytical Approach
Coaching and Mentoring
Team Building & Orientation
Interpersonal Effectiveness
Result Orientation & Entrepreneurial Drive
Guest Centricity
Conflict resolution/ Managing Crisis
Decision Making
APPLY NOW
Qualification :
Degree/Masters in Hospitality
Role: Front Office Manager
Industry Type: Travel & Tourism
Department: Food, Beverage & Hospitality
Employment Type: Full Time, Permanent
Role Category: Front Office & Guest Services
Education
UG: Any Graduate
PG: Any Postgraduate
💡 Quick Summary
Seeking a career-building opportunity? The ASSISTANT FRONT OFFICE MANAGER position is now open for candidates interested in the Hotel Jobs sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Hotel Jobs is a plus.
