Guest Service Associate

3 weeks ago

Mumbai, India Radisson Mumbai Andheri MIDC-Rooms Full time

**Title**:
Guest Service Associate

**Department**:
Housekeeping

**Reports To**:
Housekeeping Supervisor

**Effective Date**:
01st September 2018

**Purpose**:
To ensure 100% guest satisfaction by providing hotel guests with a clean, welcoming, comfortable and safe room.

**CONSTITUENTS**
- Guests
- Employees
- Owners

**INDICATORS OF SUCCESS**
- Achievement of customer satisfaction and loyalty goals
- Cleanliness of rooms
- Number and type of rooms cleaned each day

**AREAS OF RESPONSIBILITY**

Creates guest satisfaction and exceeds expectations by providing the service brand behavior and genuine hospitality.
- Per brand standards, cleans assigned guest rooms or suites which includes making beds, vacuuming, dusting, arranging room furniture if required, and cleaning bathroom
- Empty all trash containers and replace with fresh liners
- Restock useable items in guest rooms or suites, i.e., soap, towels, paper items
- Ensure removal and appropriate disposition of guest room trays, dinner, glass and silverware
- Clean and vacuum exterior entry and hallways
- Keep linen closets and supply areas clean and organized
- Ensure guest laundry and dry-cleaning orders are attended to promptly
- Notifies supervisor promptly of any special guestroom or suite issues including reporting of any maintenance needs
- Promptly handles guest complaints or requests and refers to supervisor if unable to handle
- Ensures that all rooms or suites are secured upon leaving the guest room or suite

Creates 100% guest satisfaction by providing the Yes I Can experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations
- Gives personal attention, takes personal responsibility and uses teamwork when providing guest service and experience
- Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
- Provides Yes I Can genuine hospitality and teamwork on an ongoing basis
- Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
- Performs other duties required to provide the service brand behavior and genuine hospitality

Adheres to Hotel policies and procedures
- Attends work on time as scheduled
- Follows hotel grooming and dress standards
- Follows safety and security rules and procedures
- Knows and follows safety procedures concerning blood-borne pathogens
- Keeps immediate Supervisor promptly and fully informed of all problems or unusual matters of significance
- Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objective of this position
- Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment
- At all times projects a favourable image of the Hotel to the public

**REQUIREMENTS**
- Strong verbal and interpersonal skills
- Works well independently or as part of a team
- Strong attention to detail
- Commitment to exceptional guest service
- A positive attitude
- Adhere to the policies and procedures of the hotel

INDHOTEL

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