Front Office Associate

POSITION SUMMARY:

• Attend to guests courteously and deal promptly with their requests and queries. Have detailed information about the resort and city. Check on VIP guest movements, complete their pre-registration formalities.
• Allocate rooms to all arriving guests after checking the guest preferences. Collect guest feedback forms and do any possible first hand service recovery steps.

Duties & Responsibilities

• Welcome guests during check-in and giving a fond farewell to guest while checkout.
• Handling guest complaints and concerns in an efficient and timely manner.
• Overseeing VIP guests, arrivals and departures.
• Coordinating and multi-tasking job duties in a busy environment.
• Should possess detailed information about the resort and city
• Detailed information regarding arrivals and room requirements.
• Have up to date information on daily room occupancy
• Providing excellent customer service as per hotel standards.
• Greeting guests as they enter and exit the hotel.
• Providing information regarding the Hotel, town attractions, activities etc.
• Check on VIP reservations, complete their pre-registration formalities.
• Allocate rooms to all arriving guests.
• Maintain up-to date information on room rates, current promotions, offers and packages
• Maintain all guest folios in the manner instructed and type out necessary guest likes and dislikes to the appropriate fields on the profile.
• Co-ordinate with housekeeping for clearing of rooms.
• Collect Guest feedback during guest departure along with his likes and dislikes.
• Perform basic cashier activities as and when required.
• Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest.
• Give proper and complete handover to the next shift
• Should be able to handle all guests without bias or prejudice.
• Follow the house rules and policies laid down by the management.
• Adhere to strict staff grooming and hygiene standards.
• Consciously and continuously strive to better his/ her skills and increase his/ her knowledge.
• Good command of the English language is essential, both written and verbal
• Must possess strong organization time management skills, attention to detail.
• Must be guest service focused and a team player.
• Positive attitude and outgoing personality is essential.
• Must be able to work shifts - days, evenings, weekends and holidays.
• Basic knowledge in wellness is required but not mandatory.
• Escort guests / visitors for property tour when required.
• Knowledge in MS office is required.
• Able to attend phone calls and deliver proper information to guests.
• Ability to understand and carry out oral and written instructions and request clarification when needed.
• Strong interpersonal and organizational skills.

Desired Profile:

• Bachelor’s Degree in Hospitality Management or tourism management field.
• Minimum 04 to 06 years of proven work experience as Guest Relations Executive in hospitality/service industry.
• Should have customer service drive with outstanding communication and active listening skills.
• Behavior and personal appearance will always be geared to the objective of being an example to all other staff within the resort.
• Should strive to use a polite language and well-groomed behavior in relation with the resort guests, colleagues and staff.
• Strong sense of responsibility and a professional presentation
• Should be flexible and adaptable to different changes and have good decision making skills.
• Experience in hospitality, naturopathy, wellness resorts will be added advantage.