Deepak Pillai

• Ensure all Front Office team members consistently uphold the brand promise and deliver exceptional guest service.
• Guarantee that Front Office team members provide top-notch service to all guests.
• Assist in the welcoming and check-in process for VIP and long-stay guests.
• Ensure Front Office staff are well-informed about current promotions, policies, and key information.
• Ensure employees are knowledgeable about the hotel’s products and services.
• Support the implementation of guest recognition programs and maintain an up-to-date guest history database.
• Address guest and internal customer complaints and inquiries with courtesy and efficiency, ensuring prompt resolution.
• Personally oversee that guests receive outstanding service throughout their check-in and check-out experiences.
• Regularly monitor Front Office areas to ensure effective management and alignment with the brand promise.
• Foster positive relationships with both guests and colleagues.
• Maintain accurate guest history records and pre-register repeat guests.
• Coordinate VIP guest movements with relevant departments.

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• Oversee night operations of the hotel, ensuring efficient and smooth service delivery to all guests
• Manage and support the night staff, including the front desk and security teams, ensuring effective performance and teamwork
• Handle guest inquiries, complaints, and emergencies with promptness, maintaining high standards of guest’s service
• Conduct nightly audits, including cash handling, generating end-of-day reports, and preparing for the next day’s operations
• Manage reservations by handling phone bookings and monitoring the overnight reservations email account and OTA platform
• Ensure the safety and security of the hotel and guests by monitoring security systems and conducting regular patrols
• Liaise with other departments to ensure seamless operations and effective communication throughout the hotel
• Uphold hotel standards and policies, ensuring compliance with all health and safety regulations.

• Train, cross-train, and retrain all front office personnel to ensure consistent service standards and operational efficiency
• Schedule and manage front office staff, overseeing workload distribution during shifts to maintain smooth operations
• Evaluate job performance of front office employees, providing feedback and implementing improvement plans as needed
• Maintain effective communication and working relationships with all hotel departments, ensuring cohesive operations
• Verify and communicate accurate room status information, ensuring seamless coordination with other departments
• Resolve guest issues promptly and courteously, maintaining high levels of guest satisfaction
• Update and monitor group information, preparing and relaying group requirements to relevant personnel
• Review and manage credit limit reports, ensuring adherence to financial policies
• Operate within the allocated budget for the front office, monitoring expenses and optimizing resources
• Supervise cashier operations, including verifying banks, handling deposits, and enforcing cash handling, check-cashing, and credit policies
• Conduct regular meetings with front office personnel to discuss performance, updates, and improvements
• Uphold uniform and appearance standards for all front office employees, ensuring a professional environment
• Prepare and analyze performance reports related to the front office, identifying areas for improvement
• Maximize room revenue and occupancy, reviewing status daily, analyzing rate variance, monitoring credit reports, and overseeing the daily house count
• Monitor high-balance guests, taking appropriate action to mitigate risks
• Ensure the implementation of hotel policies and house rules, maintaining operational standards
• Operate and manage all aspects of the Front Office computer system, including software maintenance, report generation, analysis, and configuration changes
• Preparing revenue and occupancy forecasts, contributing to strategic planning and decision-making.

• Supervised hotel lobby and public areas to ensure smooth operations, specifically during peak hours
• Engaged with Guests, offering general assistance and enhancing their experience through conversation and support
• Managed and resolved Guest complaints promptly, ensuring guest satisfaction and retention
• Welcomed VIP Guests and major corporate clients upon arrival, coordinating special services and facilities for long-stay guests
• Applied credit procedures with accuracy, ensuring compliance with hotel policies
• Stayed updated on all hotel products, services, policies, and emergency procedures
• Scrutinized Guest satisfaction reports and implemented strategies to improve overall guest experience
• Handled emergencies, following through to resolution and ensuring minimal disruption to operations
• Conducted Health and Safety procedures, including fire walks and food safety investigations, as required.

• · Oversee daily operations to ensure quality and standards meet guest expectations.
• · Develop specific goals and plans to effectively prioritize, organize, and accomplish tasks.
• · Assist in handling complaints, resolving disputes, and managing conflicts or negotiations.
• · Support the upselling program by communicating and ensuring adherence to processes.
• · Ensure compliance with all policies, standards, and procedures.
• · Understand and adhere to security, health, and safety policies and procedures.
• · Foster mutual trust, respect, and cooperation among team members.
• · Provide exceptional services to enhance customer satisfaction and retention.
• · Improve service by helping individuals understand guest needs, offering guidance, feedback, and coaching as needed.
• · Intervene in guest or employee situations to maintain property integrity, achieve guest satisfaction, and support employee wellbeing.
• · Demonstrate outstanding hospitality skills as a leader.
• · Empower employees to deliver excellent customer service.
• · Maintain strong working relationships with all departments to support property operations and resolve any issues efficiently.
• · Communicate any deviations from established norms to the appropriate department promptly.