Guest Service Associate

3 months ago

Delhi Delhi, India PULLMAN Full time

** 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?
- Carpet, drapery and upholstery care.
- Floor care.
- Marble restoration

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