Guest Service Associate

2 weeks ago

new delhi, India PULLMAN Full time
Job Description
  • JOB PURPOSE
  • To work as a Team Member to maintain a high standard of cleanliness in the Guestroom and in the public areas assigned.
  • Handling request of the external and internal customer in a professional manner.
  • To service the guest rooms which are either occupied, check out and to carry out turn down service of the rooms in accordance with the LRA standards.
  • To make zero defect rooms.
  • EXECUTIVE RESPONSIBILITIES & EMPOWERMENT
  • Responsible for maintaining designated area clean and defect free as per LRA standards.
  • Empowered to give personalized service, assist guests, interact with guests and create WOW moments for the guests.
  • KEY OPERATIONAL RESPONSIBILITIES

Financial- 

  • Optimize the use of chemicals, equipments and supplies to save cost.
  • Maintains the par stock required at the pantry.
  • Helping supervisor to make store requisition.

Operational-

  • Clean rooms as per the company standards and LRA standards ensuring a defect free room.
  • Equipping all rooms with linen and amenities.
  • Should be helpful and courteous to guests at all times.
  • Should handover important messages and guest requests to the supervisors.
  • Report any missing or broken property to the supervisor.
  • Reports all lost and found items. 
  • maintains hygiene standards by building awareness of cleaning facts and chemicals used.
  • Maintains high levels of personal hygiene.
  • Follows periodical cleaning schedules.
  • Knowledge of the proper utilization of the housekeeping attendant’s trolley.
  • Ensure that the trolley is kept clean tidy and well equipped in the proper position.
  • Be familiar with the deep room cleaning procedure
  • Stand in coordination for single point entry
  • Aware of the guest complaint handling procedure
  • Ensures that the floor pantry, corridors, fire exits are maintenance free
  • Ensures the upkeep of all the equipment
  • Follows up on any assignments handed over by the supervisor
  • Performs any other duty assigned by the supervisor
  • Abide by companies policy and decision
  • To fill the Associates Daily  Assignment Sheet with all the required information after completion of a guest room
  • Abides by the key handling  procedures
  • Abides by the Lost and Found procedures
  • Follows all safety and security measures
  • Safeguard and protect Hotel Property
  • To help floor supervisor in carrying out Inventory of Linen and guest amenities
  • To carry out start and end of the shift duties:
  • Keeping the guest corridor area clean.
  • Keeping the service landing, walls, elevators and surrounding area clean.
  • Keeping the pantry clean and neat.
  • Replenish the trolley before and after completing the shift.                       
  • To clean the vacuum, minibar glasses, cups and other equipment used.
  • To report any maintenance issues in the guestroom and at the Public areas.

Business plan /Analysis

  • Helping the supervisor in analyzing all guest complaints and feedbacks.
  • Should be aware of occupancy status as per business plan.
  • Should be aware of departmental financials.

 

General Duty

  • Maintain good working relations with fellow colleagues and respect supervisors and management.
  • Provide other duties and services as assigned by the Housekeeping manager.
  • Shows quick response in handling of emergency situations.
  • To have complete knowledge of facilities available in-house.
  • Must be thorough on fire and safety procedures.
  • Adheres to hygiene standards.
  • Follows environmental issues.
  • Ensures that personal grooming is adhered as per standards.
  • Bedroom and bathroom cleaning procedure.
  • Basic cleaning techniques to use:
    • How to vacuum?
    • Recognizing various types of soil on various surfaces and chemical application.
    • Carpet, drapery and upholstery care.
    • Floor care.
    • Marble restoration

Array

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