Guest Service Associate

3 weeks ago

chennai, India AccorHotel Full time

Job Description

 

Designation:  Guest Service Associate

 

Department:   Housekeeping

 

Reports To: Team Leader / Housekeeping Manager

 

Prime Function:

 

  • To provide clean hygienic comfortable and hazard free areas in the hotel in order to thereby achieving maximum guest satisfaction & organizational profitability in an achieve impeccable housekeeping standards in all areas of the hotel as per organizational standards atmosphere of high individual morale.
  • Responsible for usage of all departmental master keys and all other keys to ensure safety and security for guests and hotel property
  • Ensure that standards of cleanliness in assigned guest rooms are achieved and maintained on a consistent basis to provide the highest level of guest satisfaction in cleanliness and service.
  • Ensure to remain alert courteous and helpful to the guests and coworkers at all times.
  • Responsible to clean the room the public area Executive Office etc. and other duties as assigned.
  • Any matter which may affect the interests of the hotel should be brought to the attention of the Management.

 

Key Responsibilities:

 

People Management

 

  • Establish and maintain seamless coordination & cooperation with all departments of the hotel to ensure maximum cooperation productivity morale and guest service.
  • Interact with guests and personnel of the hotel in an efficient and friendly manner.
  • Provide effective support to the team to enable them to provide a range of effective and efficient services.
  • Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.
  • Provide high level of service standards.
  • Ensure customer satisfaction through constant interaction and personalized service by providing effective amenities and services

 

 

Financial Management

 

  • Identify optimal costeffective use of the resources and educate the team on the same.
  • Responsible for maintenance and upkeep of all department equipment fittings and fixtures and material under his / her responsibility
  • Checks and controls the availability and proper usage of supplies and material.

 

 

Operational Management

 

  • Inspect room linen before placing in rooms and return below standard pieces to the respective person in Housekeeping.
  • Ensure to report to work on time and according to posted schedule.
  • Ensure to daily change soiled linens on beds and remake beds.
  • Strictly follow the lost and found procedures.
  • Ensure floor pantries and corridors & fire exits are as per the standards.
  • Responsible for equipping all rooms with linen amenities in the guest rooms as per the standards.
  • No articles should ever be removed from occupied rooms. Absolute respect for guests property should always be exercised.
  • Report to the Housekeeping Supervisor any blankets bed spreads etc. that require changing.
  • Ensure to report any assigned rooms that do not require service Do not Disturb signs etc. to the Housekeeping Supervisor.
  • Report malfunctioning of equipments to the supervisor and ensure they are attended to.
  • Responsible for handling housekeeping desk efficiently by cocoordinating with concerned persons as well as constant follow up by acting as information and transmitting center for all communications within and outside the department.
  • Ensure all messages are handled with utmost importance and action taken
  • Ensure all guest messages and queries are handled promptly
  • Ensure all issue and receipt of keys are accounted for and acknowledged
  • Ensure all registers and records are updated.
  • To abide by the mission statement of the hotel and of the department.
  • Ensure to take the responsibility for master keys of the assigned rooms.
  • Report any loss or damage to the supervisor.
  • Ensure to perform the following duties in the Public Area:

 

  • To dust furniture fixtures and fittings
  • Vacuum the carpet.
  • Scrub wash and clean the floor
  • Clean and arrange the equipment furniture as prescribed
  • Dust and clean light fittings

 

 

 

 

 

Training:

 

  • Ensures attendance on behavioral and vocational training in own and related areas to enhance kills and develop multi functionality
  • Ensures career development and succession planning for self
  • Attends training on fire safety and security system
  • Shares skills with all departmental employees through on the job training for new comers

 

Hygiene / Personal safety / Environment:

 

  •  Ensures that the workplace and storage areas remain clean and tidy
  • Respects the instructions and safety guidelines for the equipment (s)he uses
  • Applies the hotels security regulations (in case of fire etc)
  • Respects the hotels commitments to the Environment Charter (saving energy recycling sorting waste etc).

 

Key Contacts

 

Liaises with

Responsible for (as assigned)

 

Housekeeping team Guests

All HODs

 

Room Attendants cart Keys Floor master cards and all equipments and amenities as assigned.

 

Occupational Health & Safety

Employee Responsibility

All employees to safeguard their health and safety and the health and safety of others in the workplace.


Remote Work :

No


Employment Type :

Fulltime

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