Guest Service Executive (FO) - ibis Thane

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• 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.
• Maintaining the 15 minutes log and ensuring the all the guest request & complaints are handled as per the standard
• Inform Duty Manager if not solved in time
• Taking reservation calls and booking rooms if reservation personnel not available and booking using the reservation techniques
• Able to support the reservations team during a complete shift, if there is any requirement in this sense coming from the reservations team
• Display a proactive approach in initiating and implementing initiatives to provide an improved service in all areas.
• Should have the thorough knowledge of Property Management System (PMS)
• Taking check in, check out of the guest following the right technique and training received on the same
• Printing of back up reports from the PMS twice during the shift.
• To ensure that any calls coming in the hotel are picked within 3 rings
• Should be aware of the pricing strategy of the hotel
• Should have complain handling attitude towards the guest
• Maintain high standards of customer services at the Reception desk so that customers’ expectations are consistently exceeded.
• Taking message on behalf the guest and delivering the same to the guest.
• Responsible for ensuring that the guest focus is a priority and is displays it at all times by way of recognizing and interacting with guests at all opportunities, maintaining a well groomed appearance, being knowledge about the hotel,  and displaying commitment to guest comfort by ensuring the hotel environment is maintained esthetically pleasing at all time
• Maintain awareness and knowledge about Ibis network, Accor group brands and partners, information about ones function and provides information, assistance and immediate attention to any guest complaint
• Know the different departments, specific features and services available at the hotel
• Be aware of the hotel’s as well as department’s objectives and results, safety regulations and contribution towards energy conservation
• Be a team player and maintain a great communication flow within and outside the department

• Motivate and develop Reception team to ensure smooth functioning of the department and promote teamwork.
• Should have knowledge about the brand standard and the Accor Family
• Any matter which may affect the interests of ACCOR should be brought to the attention of the 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.
• 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
• Coordinating with Finance if any deviation from the same.
• Be well versed with different modes of settlement including but not limited to foreign currency settlement.
• 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.
• Ensuring special attention given to physically challenged guest and all should know about the same.
• Maintain records for banquet event happening in the conference or any other area of the hotel
• Thorough knowledge about the hotel and different Accor Hotel in India along with the call centre number.
• Should be aware of the happenings in and around the city to help the guest during their queries
• Carry out duties of making a room for guest if required.
• Should acknowledge the guest waiting in the queue for their turn to come
• 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.
• To take regular feedback from the guest staying in the hotel and highlighting if necessary to the management to fix deficiencies
• 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.
• Taking the guest on property show around when required.
• I keep my self-groomed according to the hotel standard.
• Adherence to hotel’s waste management and recycling programs

• Diploma in Tourism / Hospitality Management
• Minimum 2 years of relevant experience in a similar capacity
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Good working knowledge of MS Excel, Word, & PowerPoint

• Strong leadership, interpersonal and training skills
• Good communication and customer contact skills
• Results and service oriented with an eye for details
• Ability to multi-task, work well in stressful & high-pressure situations
• A team player & builder
• A motivator & self-starter
• Well-presented and professionally groomed at all times