Guest Service Associate

4 weeks ago

Mumbai, India Radisson Mumbai Andheri MIDC-Rooms Full time

**Purpose**:
To create 100% guest satisfaction by providing efficient and effective front desk service. To perform duties to maximise the business outcomes of the hotel.

**CONSTITUENTS**
- Guests
- Employees

**INDICATORS OF SUCCESS**
- Achieving Rev Par Goals.
- Customer Satisfaction and Loyalty Goals (Medallia Score, Comment Cards, Annual Quality Review).

**AREAS OF RESPONSIBILITY**

Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their stay:

- Greets guests and processes hotel registration.
- Develop good open communication and rapport with all guests. Recognise return guests and ensure all guests expectations are met and exceeded at all times.
- Ensure all guest account details are correct and accurate.
- Keeps current on hotel accommodations, services and area attractions.
- Responds to customer inquiries for information.
- Arranges for services requested by the guest by working with other departments as appropriate.
- Stays current with developments in the hotel by reviewing and updating the communication log.

Maximises revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes:

- Offers guests updates to rooms and promotes hotel amenities, food and beverage outlets and services.
- Makes reservations in accordance with hotel’s yield management practices.
- Processes customer credit at check-in in accordance with hotel policy.
- Identifies and records special billing instruction and notifies Accounting.
- Follows hotel policy on cash banks - at all times adheres to credit limits and procedures as set down by the Financial Controller.
- Obtains appropriate approvals and signatures.

Other responsibilities include:

- Liaising with housekeeping to ensure information is passed on for room requests and special requests.
- Balances daily cash, transaction postings and credit card remittance at the end of each shift ensuring all information is accurate and without discrepancy.
- Accepts responsibility for accurately maintaining cash float.
- Use the Brand technique for answering the telephone.
- Ensure work area is keep neat and tidy.
- Keeps abreast with the hotel’s daily banquets, functions and activities.
- Attends Front Office communication meetings to maintain solid teamwork and a sharing of goals.
- Maintains policies and procedures to ensure the lowest level of loss is maintained.
- Adheres to rate restriction periods.
- Attends any training programs as directed or requested.
- Accurately processes maintenance requests.
- Keeps Executive Assistant Manager informed of all problems or unusual matters of significance.

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
- 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

Adhere to Brand policies and procedures
- At all times keeps a favourable image of the Brand.
- Comply with the personal presentation, grooming and hygiene standards.
- Actively support and promote Workplace Health and Safety within the work environment.
- Perform any other reasonable duties as directed by your Department head, the General Manager or his/her designate.
- Maintain hotel and guest security and confidentiality at all times and reports any relevant information to a supervisor or manager.

**REQUIREMENTS**
- One-year front office experience is preferred
- High school diploma required
- Strong computer systems skills
- Excellent communication skills
- Able to collaborate effectively with other hotel employees and managers
- Strong Microsoft Office suite and reporting system skills
- Ability to work a flexible schedule

I have read and understand the Job Description as outlined above.

INDHOTEL

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