Guest Service Associate - Front Office

JOB PURPOSE

Guest Service Associate provides guest services, handles the set‐up of daily reservations and check‐in and check‐out of guests. Perform all cashier functions adhering to internal controls guidelines.

EXECUTIVE RESPONSIBITIES & EMPOWERMENT

• Ensures all interactions with guests are handled professionally and with care adhering to hotel’s policies and procedures.
• Responsible for following and ensuring the standard operating policies (Key to Success) and procedures are adhered to.
• Notes, collects and actions any guests’ preferences to maintain guest profiles.

KEY OPERATIONAL RESPONSIBILITIES

People Management

• Helps in creating a positive and highly motivated working environment that promotes and develops teamwork.
• Utilizes and develops communication tools and channels for the dissemination of information and workflow in the section.
• Attend training as scheduled by management.

Guest Loyalty

• Promptly and actively obtains feedback and preference from guest.
• 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.

Operational Processes

• At the start of the 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 to arrival.

• Takes check ins / outs efficiently within require time frame and as per defined standards. Welcomes all guest 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 equipments in Front Office Department are in working condition.

Administration

• Ensure all grooming standards are in place and adhered to.
• Print shift reports and get them signed off, filed or handed over to incoming Shift.
• Ensure that all rebates and paid‐outs are acknowledged by Duty Manager.
• Performs all other job assigned by the Management.