Guest Experience Associate

7 days ago

Delhi, Delhi, India Andaz Delhi Full time
Summary

Operational

  • To assist in managing efficiently the department according to the established concept statement providing personalized, courteous, professional, efficient and flexible service at all times, following Andaz Delhi Standards of Performance.
  • To check all due out folio's each morning for accuracy and presentation, to ensure follow up of all due out rooms is made from the departure list by 13:00 hours each day.
  • To ensure all Guest's, including VIP guests are personally met and escorted to their respective Suites / Rooms by a member of the Guest Relations/ Management team.
  • To liaise with all departments related to the Guest Relations daily operation.
  • To have a thorough understanding and knowledge of all Rooms related service and product and up sell alternatives.
  • To handle VIPs and guests enquiries in a courteous and efficient manner and report guest complaints or problems.
  • To establish a rapport with all guests by maintaining good relationship.
  • To ensure guest registration cards, back up vouchers and documents are filed accurately and according to the standards required.
  • To monitor all arriving VIPs through guest arrival list ensuring that all rates, vouchers required and credit requirements are followed up.
  • To ensure that all room rates, guest data is correctly posted into the hotel property management system.
  • To identify and correct any errors on the guests profile or with the reservation.
  • To ensure that all room discrepancy are check and followup.
  • To ensure that guest history is maintained accurately and uptodate.
  • To assist in planning and organizing special events, large group and festive promotions within the department.
  • To carry out any other reasonable duties and responsibilities as assigned.

Administration

  • To update the Daily Log Book.
  • To submit all guest / staff incident reports.
  • To report "Lost and Found" items.

People

  • To ensure that every staff provides a courteous and professional service at all times.
  • To attend behavioral and vocational training in own and related work areas to enhance skills and develop multifunctionality.
  • To attend regular onthejob and classroom training in new Front Office techniques and systems.
  • To share knowledge and skills with other colleagues.
  • To attend classes on etiquette and guest handling.

Housekeeping and Engineering

  • To ensure that the work place is kept clean and organized, both at the front and back of house as well as public areas.
  • To coordinate all Repair and Maintenance and issue repair and maintenance job orders to ensure the proper maintenance of the outlet as well as public areas.
  • To monitor and ensure that rooms are ready for all VIP arrivals. (coordinate with Room Service, Housekeeping and Engineering)

Other duties

  • To understand and strictly adhere to the Rules and Regulations established in the Staff Handbook and the Hotel's policy on Fire, Hygiene, Health and Safety.
  • To maintain a high standard of personal appearance and hygiene at all times.
  • To maintain a good rapport and working relationship with staff in the work place and all other departments.
  • To attend and contribute to all departmental staff meetings, trainings and other related activities.
  • To liaise with housekeeping and all other VIP Team operationsrelated departments.
  • To ensure that Guests' profile notes comments and preferences are updated.
  • To handle and follow up on all VIP complaints.
  • To undertake any reasonable tasks and secondary duties as assigned by the Assistant Manager.
  • To respond to any changes in the Front Office Department as dictated by the hotel.
  • To project at all times a positive and motivated attitude and exercise selfcontrol.
  • To provide a courteous and professional personalized service at all times.
  • To monitor all VIP arrivals by going through arrival list to be aware of previous issues / complains as well as preferences. Ensure the daily VIP log is correctly filled out.
  • To ensure that appropriate amenities, vouchers, and other VIP loyalty programme gifts are correctly displayed in the room prior VIPs' arrival.
  • To attend all meetings as required by the manager.

Qualifications:

  • Minimum 2+ years of experience in similar position.
  • Ideally with a relevant degree or diploma in Hospitality or Tourism management.
  • Excellent problem solving and interpersonal skills.
  • Demonstrate a growth mindset
  • Coach, mentor & Empower T.E.A.M.

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