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    Guest Service Associate - Mumbai, India - Accor

    Accor
    Accor Mumbai, India

    10 hours ago

    Accor background
    Full time
    Description

    Company Description

    Job Description

    Main Duties:

    Administration

  • Liaise with different departments for smooth and co-ordinated work.
  • Should ensure that the team members are adhering to the Human Resource policies.

    • Customer Service

  • 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

  • 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
  • Co-ordinating with Finance if any deviation from the same.

    • Operational

  • Keep the Team Leader and Assistant Manager briefed at all times
  • 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. 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
  • Thorough knowledge about the hotel and different Accor Hotel in India along with the call centre number
  • Maintain records for banquet event happening in the conference or any other area of the hotel
  • Handle additional responsibilities as and when delegated by the Management.
  • 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 and complaints, and booking rooms.
  • Maintain high standards of customer services at the Reception desk so that customers' expectations are consistently exceeded.

    • Personnel

  • Ability to accept responsibility.
  • Self confidence, motivation, drive and tenacity.
  • Ability to enhance organizational performance.
  • Ability to clearly delegate tasks and responsibilities.
  • Ability to think strategically, inductively, and creatively.
  • The propensity to recognize and acknowledge other people's ideas.

    • Other Duties

  • Ensure cleanliness of all areas under the Front Office viz., Lobby, corridors, main staircase and drive away.
  • Helping other department in case of emergency.

    • Occupational Health & Safety

    Employee Responsibility

    All employees to safeguard their health and safety, and the health and safety of others, in the workplace.

    Replacement and Temporary Mission:

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

    Qualifications

    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.

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