Guest Services Coordinator
1 week ago
Job Description
Department: Guest Services
Designation: Guest Service Associate
Reports To: Assistant Manager Guest Services
Prime Function:
- Provide exceptional customer service to guests by meeting and exceeding their expectations.
- Welcome guests with a warm and personalized greeting.
- Report any matters affecting Accor's interests to management promptly.
- Oversee the functioning of the Guest Services department, ensuring seamless coordination with other departments.
Key Responsibilities:
People Management
- Respond to customer inquiries and resolve issues in a timely and efficient manner.
- Attend to guest complaints, requests, or inquiries about food and services.
- Establish and maintain effective communication with all departments to ensure maximum cooperation and productivity.
Financial Management
- Optimize resource utilization and educate the team on cost-effective practices.
Operational Management
- Set up operating equipment and inspect linens, condiments, and other essentials before service.
- Ensure familiarity with all dishes on the menu.
- Clear and reset guest tables efficiently.
- In the absence of the Assistant Manager, take guest orders, advise on specials, and maintain control of guest and hotel accounts.
- Promote hotel facilities and maximize sales through effective product knowledge and selling skills.
- Handle guest queries, inquiries, and requests in a helpful, professional, and warm manner.
- Handle luggage with courtesy and efficiency.
- Control room inventory and assign rooms according to guest needs.
- Familiarize yourself with the property layout, fire exits, and elevator locations.
- Report equipment malfunctions, emergencies, or suspicious persons to the Guest Services Manager.
- Minimize breakage, pilferage, and spoilage.
Occupational Health & Safety
Employee Responsibility
All employees are responsible for complying with relevant OHS&E legislation and policies.
This includes:
- Taking care of themselves and others.
- Cooperating with Accor's safety instructions and procedures.
- Not interfering with or misusing safety equipment.
- Reporting hazardous situations.
- Following reasonable instructions from management.
Replacement and Temporary Mission:
Be prepared to take on any job assigned by management.
This job description is not exhaustive and may be subject to change.
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