Guest Service Associate

4 weeks ago

New Delhi, India IBIS Full time
Job Description

Primary Responsibilities

Front Office Operation

  • Conduct daily briefings and ensure that all pertinent information is well received by team members
  • Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met
  • Review, analyze and suggest improvement of work flow and standards at the Front Desk
  • Analyze rate variance report to ensure rooms revenue control, approve discounts and rebates
  • Communicate with Front Office Manager on all matters regarding guest services & hotel operations
  • Ensure documentation of all guest related issues using the logbook
  • Sign media and supervise shift handover procedures
  • Coordinate and communicate with other hotel departments as required regarding general administration and operations issues
  • Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently
  • Assist Guest Relations in greeting, rooming, and sending off guests
  • Inspect front of house and back of house regularly for cleanliness and orderliness
  • Ensure that front line staff complies with marketing techniques and maximizes sales
  • Check billing instructions, monitor guest credit and act upon any discrepancies
  • Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
  • Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently
  • Ensures the Safety, Security and Loss Control policies and procedures are compiled with at the lobby and driveway. Handle and manage hotel emergencies.
  • Conduct Night Audit Process for hotel

Qualifications

Degree/ diploma Hotel Management



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