Guest Experience Associate

Summary

**Operational**
- To assist in managing efficiently the department according to the established concept statement providing personalized, courteous, professional, efficient and flexible service at all times, following Andaz Delhi Standards of Performance.
- To check all due out folio’s each morning for accuracy and presentation, to ensure follow up of all due out rooms is made from the departure list by 13:00 hours each day.
- To ensure all Guest’s, including VIP guests are personally met and escorted to their respective Suites / Rooms by a member of the Guest Relations/ Management team.
- To liaise with all departments related to the Guest Relations daily operation.
- To have a thorough understanding and knowledge of all Rooms related service and product and up sell alternatives.
- To handle VIPs and guests enquiries in a courteous and efficient manner and report guest complaints or problems.
- To establish a rapport with all guests by maintaining good relationship.
- To ensure guest registration cards, back up vouchers and documents are filed accurately and according to the standards required.
- To monitor all arriving VIPs through guest arrival list ensuring that all rates, vouchers required and credit requirements are followed up.
- To ensure that all room rates, guest data is correctly posted into the hotel property management system.
- To identify and correct any errors on the guests profile or with the reservation.
- To ensure that all room discrepancy are check and follow-up.
- To ensure that guest history is maintained accurately and up-to-date.
- To assist in planning and organizing special events, large group and festive promotions within the department.
- To carry out any other reasonable duties and responsibilities as assigned.

**Administration**
- To update the Daily Log Book.
- To submit all guest / staff incident reports.
- To report “Lost and Found” items.

**People**
- To ensure that every staff provides a courteous and professional service at all times.
- To attend behavioral and vocational training in own and related work areas to enhance skills and develop multi-functionality.
- To attend regular on-the-job and classroom training in new Front Office techniques and systems.
- To share knowledge and skills with other colleagues.
- To attend classes on etiquette and guest handling.

**Housekeeping and Engineering**
- To ensure that the work place is kept clean and organized, both at the front and back of house as well as public areas.
- To coordinate all Repair and Maintenance and issue repair and maintenance job orders to ensure the proper maintenance of the outlet as well as public areas.
- To monitor and ensure that rooms are ready for all VIP arrivals. (coordinate with Room Service, Housekeeping and Engineering)

**Other duties**
- To understand and strictly adhere to the Rules and Regulations established in the Staff Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
- To maintain a high standard of personal appearance and hygiene at all times.
- To maintain a good rapport and working relationship with staff in the work place and all other departments.
- To attend and contribute to all departmental staff meetings, trainings and other related activities.
- To liaise with housekeeping and all other VIP Team operations-related departments.
- To ensure that Guests’ profile notes comments and preferences are updated.
- To handle and follow up on all VIP complaints.
- To undertake any reasonable tasks and secondary duties as assigned by the Assistant Manager.
- To respond to any changes in the Front Office Department as dictated by the hotel.
- To project at all times a positive and motivated attitude and exercise self-control.
- To provide a courteous and professional personalized service at all times.
- To monitor all VIP arrivals by going through arrival list to be aware of previous issues / complains as well as preferences. Ensure the daily VIP log is correctly filled out.
- To ensure that appropriate amenities, vouchers, and other VIP loyalty programme gifts are correctly displayed in the room prior VIPs’ arrival.
- To attend all meetings as required by the manager.

**Qualifications**:

- Minimum 2+ years of experience in similar position.
- Ideally with a relevant degree or diploma in Hospitality or Tourism management.
- Excellent problem solving and interpersonal skills.
- Demonstrate a growth mindset
- Coach, mentor & Empower T.E.A.M.