Guest Service Associate

Guest Service Associate

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 Novotel Ibis Chennai OMR should be brought to the attention of the Management.
• I am responsible for INTERREACT

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.

Qualifications

• University graduate / Hotel Management/ Hotel School Diploma.
• min 1 year experience in 5 Star Hotel Chain in Front desk operations.
• Excellent communication skill, ability to interact and take initiative. Able to lead and motivate the team.
• Your experience and skills include: Service focused personality is essential and previous leadership experience required.
• Prior experience working with Opera or a related system.
• Proven ability to build and maintain good relationships with all stakeholders.
• Communicate thoughts, actions and opportunities clearly with strong networking skills.
• Ability to lead by example, believe in a strong team culture and set the scene for high performance.