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Guest Service Associate
il y a 1 mois
Job Summary
The Guest Service Associate provides exceptional guest experiences by handling daily reservations, check-in and check-out processes, and performing cashier functions while adhering to internal controls guidelines.
Key Responsibilities
- Ensure all interactions with guests are handled professionally and with care, adhering to hotel policies and procedures.
- Responsible for following and ensuring standard operating policies (Key to Success) and procedures are adhered to.
- Notes, collects, and actions any guests' preferences to maintain guest profiles.
- Helps in creating a positive and highly motivated working environment that promotes and develops teamwork.
- Promptly and actively obtains feedback and preference from guests.
- Provides engaging arrival and departure experience to all guests.
- Enroll maximum guests to Le Club.
- Achieves guest delight through friendly and proficient services at the time of arrival/departure.
- Must have knowledge of membership levels of Le Club Accor program.
- At the start of each shift, all shift back-up reports, get familiarized with: Room Situation in the Hotel, Checks on status of room blocks and discrepancies, Front Desk follow-ups on expected check-ins and check-outs, Reports from the end of the previous shift, Correspondence bearing the current shift, Events in the hotel.
- Take hand-over from the outgoing shift, highlights any cash discrepancy.
- Takes departure time and secure mode of payment from all guests at the time of arrival.
- Takes check-ins/outs efficiently within the required time frame and as per defined standards. Welcomes all guests entering the hotel.
- Extends fond farewell to all guests on departure.
- Follows all internal controls guidelines prescribed by the management.
- Up-sell higher category of rooms to optimize occupancy and room rate.
- Records Arrival & Departure register as per local laws at all times. Prepare 'C' forms send as per the local laws.
- Ensure and check all equipment in the Front Office Department are in working condition.
Additional Responsibilities
- Ensure all grooming standards are in place and adhered to.
- Print shift reports and get them signed off, filed or handed over to the incoming Shift.
- Ensure that all rebates and paid-outs are acknowledged by the Duty Manager.
- Performs all other job assigned by the Management.
- Demonstrate Awareness of interreact, policies and procedures and ensure all procedures are conducted safely and within guidelines in your department.
- All employees to safeguard their health and safety, and the health and safety of others, in the workplace.
- Engage Our Guests in a sustainable experience.
- Co-innovate with our partners to open up new horizons.
- Work hand-in-hand with local Communities for a positive impact.
- Move towards carbon neutral Buildings.
- Strive for zero food waste & healthy, sustainable Food.
- Act as an inclusive company for our people.
- Engage our Guests in a sustainable experience.
