Guest Service Associate

2 weeks ago

Ernakulam, India IBIS Full time
Job Description

Main Duties:

Administration

  • Liaise with different departments for smooth and co-ordinated work.
  • Should ensure that the team members are adhering to the Human Resource policies.

Customer Service

  • Provide effective support to the team to enable them to provide effective and efficient services.
  • Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction

Financial

  • Identify optimal, cost effective use of the resources and educate the team on the same.
  • Cash of the hotel to be used only for hotel or guest purpose.
  • Dropping of any cash collection during the shift in the cash drop box and mentioning the same in cash drop register
  • Co-ordinating with Finance if any deviation from the same.

Operational

  • Keep the Team Leader and Assistant Manager briefed at all times
  • Ensure quality and appropriateness of customer service provided.
  • To maintain Front Office log book and shift reports.
  • Respond to inquiries and resolve problems in an effective manner.
  • Ensure all guests receive a swift, smooth, professional and friendly check in and check out
  • Ensure quality in all aspects of the job.
  • Maintain record of all banquet and any other functions in the 
  • hotel.
  • Liaise with other departments for the resolution of day-to-day administrative and operational issues.
  • Carry out other duties which naturally fall within the reasonable expectations of the post.
  • Adhere to the Procedures & Standards Manual.
  • Display a proactive approach in initiating and implementing initiatives to provide an improved service in all areas.
  • Liaise with Housekeeping for the Room Status.
  • Handle additional responsibilities as and when delegated by the Management. Liaise with other departments for the resolution of day-to-day administrative and operational issues.
  • Carry out other duties which naturally fall within the reasonable expectations of the post
  • Thorough knowledge about the hotel and different Accor Hotel in India along with the call centre number
  • Maintain records for banquet event happening in the 
  • conference or any other area of the hotel
  • Handle additional responsibilities as and when delegated by the Management.
  • Should be smiling and have a welcoming attitude while at reception, on phone or any other part of the hotel
  • Responsible for daily administration, meeting and greeting visitors, dealing with guests’ queries and complaints, and booking rooms.
  • Maintain high standards of customer services at the Reception desk so that customers’ expectations are consistently exceeded.

Qualifications

Your experience and skills include:
Service focused personality is essential and previous leadership experience required.
Prior experience working with Opera or a related system.
Proven ability to build and maintain good relationships with all stakeholders.
Communicate thoughts, actions and opportunities clearly with strong networking skills.
Ability to lead by example, believe in a strong team culture and set the scene for high performance.



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