Guest Service @ INM

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Job Description

Department:  Guest Service

Designation:   Guest Service Associate

Reports To:     Assistant Manager Guest Service

Prime Function:

• Ensure to provide proficient and professional guest service to the guests by meeting and also exceeding their expectations.
• Welcome the guests by greeting them as per the standards.
• Any matter which may effect the interests of ACCOR should be brought to the attention of the Management
• Facilitates the functioning of and / or oversees the functioning of Guest Service deparment (Front Office and F&B Service)

Key Responsibilities:

People Management

• Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.
• Ensure to attend to guest complaints, requests or inquiries regarding the food and services.
• Establish and maintain seamless co-ordination & co-operation with all departments of ibis Mumbai Vikhroli to ensure maximum cooperation, productivity, morale and guest service.

Financial Management

• Identify optimal, cost effective use of the resources and educate the team on the same.

Operational Management

• Responsible for set up of all operating equipments and ensure to inspect linen, and condiments before the service.
• Ensure to be familiar with all dishes on the menu.
• Ensure clearance of all soiled chinaware, glassware, silverware from the guest table and re-set the table for the next arrival
• In the absence of the Assistant Manager - Guest Service, ensure to take guest orders, advice guests on specials menu options, maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Use every opportunity to promote hotel facilities and maximize sales through sound product knowledge and selling skills.
• Ensure that all guest queries, inquiries and requests are attended to in a helpful, professional yet warm and friendly manner.
• Ensure to handle the luggage in a courteous and efficient manner.
• Control room inventory and assign room per guest needs.
• Ensure to be familiar with the property lay out, fire exits and elevator locations.
• Report any equipment malfunction, emergency situations or suspicious persons to the Guest Service Manager.
• Ensure that breakage, pilferage and spoilage are kept to a bare minimum.

Occupational Health & Safety

Employee Responsibility

All employees are responsible for complying with the relevant OHS&E legislation and policies.

This will include in particular:

• Taking care of themselves and others.
• Co-operating with Accor Hotel instructions including Safe Work Method Statements, Safety and other Procedures and Training.
• No interfering with or misusing safety equipment.
• Reporting all hazardous situations.
• Following all reasonable instructions from a manager

Replacement and Temporary Mission:

Be ready and responsible for any job, which may be assigned by the Management.

This job description is not intended to be an exhaustive list of all responsibilities skill, effort or working condition associates with the position. It is only indicative & intended to provide a description of the principle elements essential for the performance of the job. All job descriptions are subject to change.

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