Shalini Datta

Ensure proper upkeep of the Reception area; Telephone Handling: Obtain information to promptly direct callers to appropriate BCG or external resources; Courier Management: Receive incoming packages, mail and deliveries from a variety of couriers and manage outgoing packages; Room Bookings: Coordinate guest space and conference room reservations; Maintain Inventory: Ordering and monitoring stationary stocks for all departments; Crisis Management: Provide assistance in emergency and crisis situations; Front Office Operations: Align workflow to different departments - Security, Housekeeping and Maintenance resources; Maintaining Standard Procedures for operations work - issuing Visitor passes to Interview Candidates and Official Visitors, Maintaining Invoices, Maintaining Access Control; Monitoring information authenticity for different MIS; Proactively respond to Mails, responsible for maintaining different mailboxes to effectively send out social communications; Ensure maintaining highest levels of confidentiality with the information accessible; Ability to be resourceful and proactive in dealing with issues that may arise; Assist in on boarding of new hires, interviews process etc.; Provide back-up assistance to other AAs, EAs, Reception and Office Services as needed; Handle guests’ individual needs during their stay, including guest office assignment, direction of car and food service requests and administrative / logistics support; Work with Office Manager on other initiatives; Closely assist and organize Events with team members.

Maintaining the Attendance Register; Maintaining the “Temporary Access Cards” report on daily basis; Sending mails and following up on pending work; Looking after the Visitor Management System - Happy Visitor; Issuing passes to visitors once their Host Employees arrive; Guiding visitors to different blocks and locations and also for reg istration processes; Coordinating with different departments over mails; Handling phone calls - Internal & External; Also attending walk-in customers with complaints and escalating their problems to the concerned department; Providing access cards to contract new joiners; Assisting Visitors and Employees with queries; Also maintaining the Reception area, keeping it neat and clean; Also keeping track of the Reception Inventory and always having the Stock up-to-date.

Great all Guests at all the time in a friendly and helpful manner, and attempt to learn and use Guest’s names at every opportunity; Upon Check in, ensure that the Guest completes his registration card completely and legibly, and that the guest is assigned a room of the Type and the rate indicated on the Reservation; Accommodate Guest’s special requests whenever possible assist in pre-registration and room blocking whenever necessary; Handling all the Corporate and Leisure Reservations; Cross check Night Audit Reports & Maintain Financial Year Report; Stay up to date on Room Rates, Special Packages, Discounts and how to handle each; In the case of Walk in, the Guest should be sold a room with the Highest Possible room rate; To use the up-selling techniques in order to maximize the Rooms Revenue; Being knowledgeable of all the Credit cards and cashing Policies, and How to Handle Cash properly and efficiently; Handle the Safe Deposit Boxes according to the Hotel procedures; Prepare and report guests with High Balance to the attention of the Operation Manager; Promptly notify the Housekeeping of all check outs, early check in, special requests in the rooms; Maintaining database of the guests; Checking e-mails and following up the query; Application of convincing skills for guest satisfaction; Outstanding Follow up / Payment Collection; Ensure Front office log book is always updated and followed up from time to time; Ensuring the safety of guests as well as the property by reporting suspicious activity to security, manager or MOD; Take responsibility in the absence of the Supervisor and Duty Manager.