Guest Service Associate - Front Office

Job description

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

Designation:  Guest Service Associate-Front Office

 

Department:   Front Office

 

Reports To:   Director Guest Service

 

 

Prime Function:

 

·  Responsible for daily administration, meeting and greeting, dealing with guests’ queries and complaints, and booking rooms. visitors
·  Maintain high standards of customer services at the reception desk so that customers’ expectations are consistently exceeded.
·  Motivate and develop Reception team to ensure smooth functioning of the department and promote teamwork.
·  Any matter which may affect the interests of the hotel should be brought to the attention of the Management.

 

Key Responsibilities:

 

People Management

 

·  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 Management

 

·  Identify optimal, cost-effective use of the resources and educate the team on the same.

 

Operational Management

 

·  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.

 

 

Hygiene / Personal safety / Environment:

 

·   Ensures that the workplace and storage areas remain clean and tidy
·  Respects the instructions and safety guidelines for the equipment (s)he uses
·  Applies the hotel's security regulations (in case of fire etc)
·  Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc) and meets Novotel' ISO 14001 environmental commitments as applicable to the role, if the hotel is involved in the programme.

 

 

Key Contacts

 

Liaises with

Responsible for (as assigned)

 

Sales & Marketing team

Front Office Team

Housekeeping Team

Reservations Team

 

 

Trainees

 

 

Occupational Health & Safety

Employee Responsibility

All employees to safeguard their health and safety, and the health and safety of others, in the workplace.