Guest Service Associate

4 weeks ago

Sriperumbudur, India MERCURE Full time
Job Description

Job Purpose

This position is responsible for providing consistent housekeeping service to guest rooms, balconies, bathrooms, restaurants, public areas and circulatory areas that meets the hotel’s standards of cleanliness and presentation.                  

Reporting to Housekeeping Manager

Key Interactions

Internally

  • Engineering
  • Finance
  • Front Office
  • F&B
  • Kitchen
  • Talent & Culture

Externally

  • Guests

Primary Responsibilities

Operation

  • Attend daily briefings and takes on daily assigned tasks
  • Understand the difference in guest levels (VIPs) and Room Categories
  • Clean and maintain areas of responsibility according to standards and procedures
  • Replenish guest supplies and ensure that guests requests are promptly attended to
  • Report damage or malfunction in hotel rooms/areas to Supervisor
  • Maintain equipment in a proper state of cleanliness
  • Maintain a section room report as well as a daily productivity report
  • Reports lost and found articles to the housekeeping office immediately
  • Handle guest complaints tactfully, and report incidents or any other irregularities to Supervisor in a timely manner
  • Report unusual behavior/activities in guestroom, floors/ public areas to Supervisor
  • Record room status in allocated section accurately
  • Carry out valet services when required (e.g. delivery of linen, processing laundry orders)

Other Responsibilities

  • Be well versed in hotel fire & life safety/emergency procedures
  • Attend all briefings, meetings and trainings as assigned by management
  • Maintain a high standard of personal appearance and hygiene at all times
  • Perform other reasonable duties assigned by the assigned by the Management
  • Establish and maintain effective employee working relationships

Main Complexity/Critical issues in the Job

  • Respond professionally, politely, and efficiently to extraordinary requests and complaints from guests.

Span of Control

Nature

Budget responsibilities

Not applicable

Revenue responsibilities

Not applicable

Headcount

Not applicable

Competencies

  • Service oriented with an eye for details
  • Ability to work effectively and contribute in a team
  • Self-motivated and energetic
  • Must be well-presented and professionally groomed at all times

Qualifications

  • Primary school education
  • Good oral proficiency in English language
  • No experience is required, training will be provided


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