Position Title: Front Office Supervisor/ Guest Relationship Executive Reports to: Duty Manager/ CEM Location: Z Bliss Hotel, BKC Mumbai FRONT DESK SUPERVISOR DUTIES AND RESPONSIBILITIES: Ensure Outstanding customer experience at all times. Maintains a friendly, cheerful, and courteous demeanour. Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns. Uses suggestive selling techniques to sell room nights, and increase occupancy and revenue. Supervise daily shift process ensuring all team members adhere to standard operating procedures. Train, direct the work of, resolve issues/problems, and coach and counsel the front desk team members to ensure a quality operation. Resolve customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. Adhere to company credit limit/floor limit policies. Allocate rooms to expected arrivals after checking the guest's preferences and special requests. Build strong relationships and liaise with all other departments especially housekeeping, reservations, etc. Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb), and paging for in-house guests. Cross Check all billing instructions are correctly updated Supervise the front desk operations to ensure an optimal level of service and hospitality is provided to the guests. Performs other duties as assigned, requested, or deemed necessary by management. Ensure the Front office log book and the hotel log book are always updated and actioned upon. Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD. Assist all departments in servicing the guests during high volume periods. Takes responsibility in the absence of the Duty Manager / Front office manager PREREQUISITES: A positive attitude and excellent communication skills. Experience in motivating and leading a winning team. Ability to remain calm whilst under pressure. Knowledge of Opera / Fidelio / Hotel Logix and Otherworld Class Property Management System is required. EDUCATION: A degree or Diploma in Hospitality Management is an asset or a graduate's bachelor's degree and/or diploma in hotel or other related field-computer Knowledge and experience in MS Office programs. EXPERIENCE: Minimum 2 to 3 years work experience as Front Office Associate / Front office cashier in a hotel. Remuneration- 3-5 LPA