Guest Experience Associate

3 weeks ago

New Delhi, India Hyatt Corporation Full time

Guest Experience Associate

Andaz Andaz Delhi IN - DL - New DelhiFront OfficeHourly/Entry Level EmployeeFull-timeReq ID: NEW012996Local

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 undergo training on the correct e-mailing techniques and etiquette when replying to colleagues and guests.

·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.

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