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Guest Service Associate

1 month ago

Chennai, Tamil Nadu, India AccorHotel Full time
Job Description

As a Guest Service Associate in our Housekeeping department, you will play a vital role in ensuring our guests have a comfortable and clean stay. Your primary responsibility will be to maintain the highest standards of cleanliness in assigned guest rooms, ensuring a seamless and enjoyable experience for our guests.

Key Responsibilities:

  • Establish and maintain seamless coordination with all departments to ensure maximum cooperation, productivity, and guest service.
  • Interact with guests and personnel 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 service standards.
  • Ensure customer satisfaction through constant interaction and personalized service by providing effective amenities and services.

Financial Management:

  • Identify optimal cost-effective use of 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.
  • Check and control 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 and 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 equipment to the supervisor and ensure they are attended to.
  • Responsible for handling housekeeping desk efficiently by coordinating with concerned persons as well as constant follow-up by acting as an 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.
  • To vacuum the carpet.
  • To scrub, wash, and clean the floor.
  • To clean and arrange the equipment, furniture as prescribed.
  • To dust and clean light fittings.

Training:

  • Ensure attendance on behavioral and vocational training in own and related areas to enhance skills and develop multifunctionality.
  • Ensure career development and succession planning for self.
  • Attend training on fire safety and security system.
  • Share skills with all departmental employees through on-the-job training for newcomers.

Hygiene/Personal Safety/Environment:

  • Ensure that the workplace and storage areas remain clean and tidy.
  • Respect the instructions and safety guidelines for the equipment (s)he uses.
  • Apply the hotel's security regulations (in case of fire, etc.).
  • Respect the hotel's 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 equipment 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:

Full-time