Guest Service Associate

2 months ago

Kochi Kerala, India IBIS Full time

**Job Description** Main Duties**:
**Administration**
- Liaise with different departments for smooth and co-ordinated work.
- Should ensure that the team members are adhering to the Human Resource policies.

**Customer Service**
- Provide effective support to the team to enable them to provide effective and efficient services.
- Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction

**Financial**
- Identify optimal, cost effective use of the resources and educate the team on the same.
- Cash of the hotel to be used only for hotel or guest purpose.
- Dropping of any cash collection during the shift in the cash drop box and mentioning the same in cash drop register
- Co-ordinating with Finance if any deviation from the same.

**Operational**
- Keep the Team Leader and Assistant Manager briefed at all times
- Ensure quality and appropriateness of customer service provided.
- To maintain Front Office log book and shift reports.
- Respond to inquiries and resolve problems in an effective manner.
- Ensure all guests receive a swift, smooth, professional and friendly check in and check out
- Ensure quality in all aspects of the job.
- Maintain record of all banquet and any other functions in the
- hotel.
- Liaise with other departments for the resolution of day-to-day administrative and operational issues.
- Carry out other duties which naturally fall within the reasonable expectations of the post.
- Adhere to the Procedures & Standards Manual.
- Display a proactive approach in initiating and implementing initiatives to provide an improved service in all areas.
- Liaise with Housekeeping for the Room Status.
- Handle additional responsibilities as and when delegated by the Management. Liaise with other departments for the resolution of day-to-day administrative and operational issues.
- Carry out other duties which naturally fall within the reasonable expectations of the post
- Thorough knowledge about the hotel and different Accor Hotel in India along with the call centre number
- Maintain records for banquet event happening in the
- conference or any other area of the hotel
- Handle additional responsibilities as and when delegated by the Management.
- Should be smiling and have a welcoming attitude while at reception, on phone or any other part of the hotel
- Responsible for daily administration, meeting and greeting visitors, dealing with guests’ queries and complaints, and booking rooms.
- Maintain high standards of customer services at the Reception desk so that customers’ expectations are consistently exceeded.

**Qualifications**
Your experience and skills include:
Service focused personality is essential and previous leadership experience required.
Prior experience working with Opera or a related system.
Proven ability to build and maintain good relationships with all stakeholders.
Communicate thoughts, actions and opportunities clearly with strong networking skills.
Ability to lead by example, believe in a strong team culture and set the scene for high performance.

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