4 EIH Jobs

Position Overview:

The Front Office Duty Manager at The Oberoi, Mumbai plays a key role in ensuring the seamless and efficient operation of the Front Office, providing exceptional service to guests while maintaining high standards of hospitality. This individual is responsible for overseeing all Front Office staff and activities during their shift, ensuring guest satisfaction, handling guest inquiries and complaints, and contributing to the overall guest experience in line with the luxury standards of The Oberoi brand.

Key Responsibilities:

• Guest Relations & Service Excellence:
• Ensure that all guests are greeted promptly and courteously upon arrival and departure.
• Handle guest complaints, concerns, or requests professionally and with a sense of urgency to ensure prompt resolution.
• Monitor guest feedback and work with the Front Office team to address any recurring issues.
• Actively engage with guests, ensuring they have an outstanding stay and experience.
• Supervisory Role:
• Supervise Front Office team members (e.g., Receptionists, Concierges, Bell staff) during assigned shifts, ensuring efficient operations.
• Monitor the daily check-in/check-out process to ensure smooth transitions and prompt service.
• Ensure all Front Office procedures and protocols are followed according to the standards of The Oberoi Group.
• Conduct shift briefings with Front Office staff to ensure all are informed of key daily activities, special requests, and VIP arrivals.
• Operations & Coordination:
• Ensure proper handling of reservations, room assignments, and billing.
• Coordinate with other hotel departments such as Housekeeping, F&B, and Security to ensure smooth operations and service delivery.
• Oversee the smooth running of guest services, including but not limited to, luggage handling, valet services, and room assignments.
• Problem Resolution & Decision Making:
• Take ownership of complex guest service issues and ensure the most efficient and effective resolution.
• Make decisions on matters such as room allocation, billing discrepancies, guest complaints, and emergency situations, ensuring guest satisfaction at all times.
• Training & Development:
• Provide ongoing training, coaching, and guidance to Front Office team members to maintain high standards of service.
• Evaluate the performance of team members, providing constructive feedback and fostering a positive work environment.
• Financial Management & Compliance:
• Ensure that all Front Office transactions are accurately processed and recorded.
• Monitor and maintain guest billing and payments, adhering to hotel policies and financial standards.
• Ensure compliance with hotel policies, legal regulations, and health & safety standards.

Key Requirements:

• Experience:
• Minimum of 3-5 years of experience in the Front Office or Guest Relations in a luxury hotel, with at least 1-2 years in a supervisory or management role.
• Education:
• A degree or diploma in Hospitality Management or a related field is preferred.
• Skills:
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities with a focus on customer satisfaction.
• Ability to work in a fast-paced, high-pressure environment.
• Familiarity with hotel management software (e.g., Opera, MICROS, etc.).
• Strong organizational skills with attention to detail.
• Languages:
• Proficiency in English is essential; additional languages are a plus.

Personal Attributes:

• Customer Focus: Demonstrates an unwavering commitment to delivering the highest standards of service.
• Leadership: Motivates and leads teams with a hands-on approach, inspiring others to perform at their best.
• Professionalism: Represents The Oberoi brand with integrity, elegance, and professionalism at all times.
• Adaptability: Ability to handle shifting priorities, last-minute changes, and unexpected situations with poise.