Guest Service Associate - Front Office
Kochi, INDIA Sales
Job description
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.