Assistant Front Office Manager_BLREP

Hotel: Bengaluru Whitefield ITPL (BLREP), Plot No. 4, EPIP Zone, Beside Harman Building, Next to ITPL Back Gate, 560066

• Supervise and support daily Front Office operations including reception, reservations, cashiering, and guest service functions.
• Ensure check-in, check-out, and room assignment processes are handled smoothly and efficiently.
• Oversee daily room allocation, VIP arrivals, and group check-ins ensuring brand standards are maintained.
• Monitor and maintain accuracy in guest billing and payment procedures.
• Ensure guest preferences and IHG Rewards Club member benefits are recognized and delivered consistently.
• Handle guest complaints or issues promptly and effectively, ensuring positive outcomes.
• Coordinate with Housekeeping, Maintenance, and other departments to ensure seamless guest service.
• Assist with Night Audit operations when required and ensure accurate reporting.

• Lead, motivate, and train Guest Service Associates, Duty Managers, and other Front Office team members.
• Conduct daily briefings to communicate operational updates, VIP movements, and service priorities.
• Support scheduling, performance evaluations, and coaching to ensure productivity and engagement.
• Foster a culture of teamwork, professionalism, and True Hospitality.
• Ensure grooming, uniform, and conduct standards are consistently followed.

• Promote a welcoming, friendly, and efficient service environment at all times.
• Anticipate guest needs and ensure personalized service to enhance guest satisfaction.
• Monitor guest feedback through platforms (such as Medallia, SALT, and IHG Heart Beat) and drive service improvement actions.
• Ensure prompt follow-up on guest reviews, complaints, and suggestions.

• Assist the Front Office Manager in preparing reports such as occupancy, revenue, and daily operations summaries.
• Support in monitoring departmental expenses, payroll, and cost controls.
• Maintain system data accuracy (Opera or similar PMS).
• Assist in ensuring compliance with IHG brand audit standards and local regulations.

• Ensure compliance with all hotel safety, security, and emergency procedures.
• Train team members on fire safety, first aid, and evacuation protocols.
• Report any suspicious activities, accidents, or incidents immediately.

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