Guest Service Representative

3 weeks ago

Navi Mumbai, Maharashtra, India AccorHotel Full time
{"Key Responsibilities": "

People Management

  • Provide exceptional customer service by responding to queries and resolving issues in a timely and efficient manner to ensure customer satisfaction.
  • Attend to guest complaints, requests or inquiries regarding food and services.
  • Establish and maintain seamless coordination & cooperation with all departments of AccorHotel to ensure maximum cooperation, productivity, morale and guest service.

Financial Management

  • Optimize cost-effective use of resources and educate the team on the same.

Operational Management

  • Set up of all operating equipment and ensure to inspect linen and condiments before the service.
  • Familiarize with all dishes on the menu.
  • Clearance of all soiled chinaware, glassware, silverware from the guest table and reset the table for the next arrival.
  • In the absence of the Assistant Manager Guest Service, take guest orders, advise guests on special menu options, maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
  • Use every opportunity to promote hotel facilities and maximize sales through sound product knowledge and selling skills.
  • Attend to guest queries, inquiries and requests in a helpful, professional, yet warm and friendly manner.
  • Handle luggage in a courteous and efficient manner.
  • Control room inventory and assign room per guest needs.
  • Familiarize with the property layout, fire exits and elevator locations.
  • Report any equipment malfunction, emergency situations or suspicious persons to the Guest Service Manager.
  • Maintain minimal breakage, pilferage and spoilage.
", "Employee Responsibility": "All employees are responsible for complying with the relevant OHS&E legislation and policies. This will include in particular:
  • Taking care of themselves and others.
  • Cooperating with AccorHotel instructions including Safe Work Method Statements, Safety and other Procedures and Training.
  • No interfering with or misusing safety equipment.
  • Reporting all hazardous situations.
  • Following all reasonable instructions from a manager.
", "Replacement and Temporary Mission": "Be ready and responsible for any job which may be assigned by the Management.", "Job Description": "The Guest Service INM is responsible for providing proficient and professional guest service to the guests by meeting and also exceeding their expectations. The Guest Service INM will welcome the guests by greeting them as per the standards.", "Job Description (HTML)": "

JobDescription

Department: GuestService

Designation: Guest ServiceAssociate

ReportsTo: Assistant Manager GuestService

PrimeFunction:

  • Ensure to provide proficient and professional guest service to the guests by meeting and also exceeding their expectations.
  • Welcome the guests by greeting them as per the standards.
  • Any matter which may effect the interests of ACCOR should be brought to the attention of the Management
  • Facilitates the functioning of and /or oversees the functioning of Guest Service deparment (FrontOffice and F&BService)

KeyResponsibilities:

PeopleManagement

  • Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.
  • Ensure to attend to guest complaints requests or inquiries regarding the food and services.
  • Establish and maintain seamless coordination & cooperation with all departments of ibis Mumbai Vikhroli to ensure maximum cooperation productivity morale and guest service.

FinancialManagement

  • Identify optimal cost effective use of the resources and educate the team on the same.

OperationalManagement

  • Responsible for set up of all operating equipments and ensure to inspect linen and condiments before the service.
  • Ensure to be familiar with all dishes on the menu.
  • Ensure clearance of all soiled chinaware glassware silverware from the guest table and reset the table for the next arrival
  • In the absence of the Assistant Manager Guest Service ensure to take guest orders advise guests on special menu options maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
  • Use every opportunity to promote hotel facilities and maximize sales through sound product knowledge and selling skills.
  • Ensure that all guest queries inquiries and requests are attended to in a helpful professional yet warm and friendly manner.
  • Ensure to handle the luggage in a courteous and efficient manner.
  • Control room inventory and assign room per guest needs.
  • Ensure to be familiar with the property lay out fire exits and elevator locations.
  • Report any equipment malfunction emergency situations or suspicious persons to the Guest Service Manager.
  • Ensure that breakage pilferage and spoilage are kept to a bare minimum.

Occupational Health & Safety

Employee Responsibility

All employees are responsible for complying with the relevant OHS&E legislation and policies.

This will include in particular:

  • Taking care of themselves and others.
  • Cooperating with AccorHotel instructions including Safe Work Method Statements Safety and other Procedures and Training.
  • No interfering with or misusing safety equipment.
  • Reporting all hazardous situations.
  • Following all reasonable instructions from a manager

Replacement and Temporary Mission:

Be ready and responsible for any job which may be assigned by the Management.

Employee Name:

Signature:

Date:

Remote Work :

No

Employment Type :

Fulltime

"}

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