Guest Service Associate

Job Responsibilities

. Extend and ensure warm and courteous service to all the guests.,

. Be informed on the daily room position.

. Have detailed information regarding arrivals, their room requirements and expected departures of the day.

. Check on VIP reservations for the day and issue VIP amenities voucher for fruits, flowers and beverages, etc., in consultation with the Duty Manager.

. Greet all guests and address them by name whenever you see him/her and ensure all required details like date of departure, address and mode of payment, etc., are filled-in properly on the registration card.

. Ensure good ready room according to guest preferences is allotted to the guest and ensure the registration card with the correct rate is given to all guests during check-in.

. Ensure that every guest has a smooth and quick check-in.

. Ensure all the complaints from the guests are handled delicately and informed to the Duty Manager.

. Cross check Housekeeping occupancy report and inform the Duty Manager about discrepancies.

. Feed in the data collected from the guest through the registration card/business card, on to the Computer and update guest profiles on a regular basis.

. Sell higher priced rooms to the guest by skillful salesmanship (upselling).

. Handle scanty baggage guests very carefully and keep the Bell Desk, Housekeeping and Security departments informed about any suspicious incidents.

. Know the Hotel and the City so well that you do not have to say I DO NOT KNOW.

. Ensure that all guest/internal correspondence is filed and maintained systematically.

. Ensure all messages are transmitted in time and also that messages are sent to the guests with regard to any requests from them.

. Answer all incoming calls for guests in their absence and convey/record all messages.

. Handle all guest mail, parcels, telegrams as per laid down procedures.

. Always be ready to answer queries on the Hotel and places of tourist interest.

. Keep information aids like time tables, road maps, Hotel guide, etc., handy for guest usage.

. Ensure that the log book is read and signed every day before the shifts.

. Assist in implementing T.B.E.M processes.

. Enabling and adherence of the principles and work practices detailed under HACCP System in the department viz., Food Safety, Hygiene and Cleanliness, Health, Storage etc as applicable to the area of your work place.