Guest Relations Executive

2 months ago

Hyderabad, India AccorHotel Full time

PrimeFunction:

  • Responsiblefor the smooth functioning and for the satisfactory rooming andwelfare of all guests of Mercure Hyderabad KCPHyderabad.
  • Responsible for Reception Conciergeoperations Hospitality and Cashier.
  • Liaise withdifferent departments for smooth and coordinatedwork.
  • Ensure the cleanliness of all areas underthe Front Office viz. Lobby corridors main staircase and driveaway.
  • Ensure to interact with the guests& enable the team to understand guestrequirements.

KeyResponsibilities:

FrontOfficePlanning

  • Ensurethat the arrivals and departures for the day and relevant recordsare maintained.
  • Ensure quality in all aspectsof work and among the staff in thelobby.
  • Assist guests with check in and checkoutas well as other cashieringduties
  •  
  • Reviewarrival lists and prepare compendiums prior to guests arrival andcheckinto system if necessary
  • Welcome guests onarrival register and issue room keys according to departmentalstandards andprocedures
  •  
  • Ensurethat members consistently receive all benefits and repeat guestsand other VIPs receive special recognition and service. Prepare andsend welcome cards and amenities to room prior to guestarrival
  • Liaise closely with other relevantdepartments to ensure that guests requests and needs aremet
  • Update and maintain repeat guest historysystem
  • Promote InterHotel sales and inhousefacilities according to departmental standards to maximizerevenue
  • Handle guests complaints and commentstactfully and efficiently
  • Handling guests mailsmessages and answering of phone calls
  • Maintainthe privacy and confidentiality of all guests by ensuring that nodetails of the guests are disclosed
  • Be vigilantin regard to inhouse credit matters and act upon anydiscrepancies
  • Alert Security or Duty Manager ofsuspicious looking person(s) orarticles.
  • Maintain highest standards andquality of services in Front Office operation to meet and exceedbudgeted revenue targets and guests expectation/VOGtarget.

PeopleManagement

  • Personally welcome andescort all guests of NovotelHyderabad.
  • Authorize courtesies forV.I.Ps.
  • Ensure that regular training isconducted as per the standards.
  • Deal with theinquiries and complaints of the Guests tactfully and initiatefollowup action.

FinancialManagement

  • Responsible for maintaininghigh level of room sales by upselling.
  • Ensurethat the log book is maintained.
  • Ensure maximumroom occupancy within agreed overbookingpolicy.
  • Ensure to balance the accounts on adaily basis.

OperationalManagement

  • Adhere to the StandardOperating Procedures & policies.
  • Checkoutstanding of inhouse guests on a dailybasis.
  • To check whetherthe following records are kept in order and up todate.
  1.  Cforms
  2. Reception / Information LogBook
  • Ensure that theluggage of incoming and outgoing guests is handled quickly andefficiently.
  • Ensure that all mail and messagesawaiting arrival of incoming guests are promptlydelivered.
  • Check the grooming and hygiene ofthe team.
  • Ensure all V.V.I.P room inspection incoordination with House KeepingDepartment.
  • Ensure that newspapers and parcelsare delivered in the rooms without delay.
  • To bereadily available at all times to deal with problems orcomplaints.
  • Ensure effective and speedy checkin& checkout facilities.
  • Deal with theinquiries and complaints of the Guests tactfully and initiatefollowup action.
  • Ensure that the entrance iseasily accessible to cars and taxis at alltimes.
  • Conduct briefing for concierge and FrontOfficeAssistants.

Qualifications:

  • Leadershipskills that utilize persuasion and motivation to attainorganizational       goals is the most desirable management quality followed by honestyintegrity ethical behaviour tactfulness openness and culturalawareness;
  • Ability toaccept responsibility;
  • Self confidencemotivation drive and tenacity;
  • Ability toenhance organizational performance;
  • Ability toclearly delegate tasks andresponsibilities;
  • Ability to thinkstrategically inductively and creatively;
  • Andthe propensity to recognize and acknowledge other peoplesideas.

RemoteWork :

No


EmploymentType :

Fulltime

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