Guest Service Executive (FO) - ibis Thane

Company Description

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job Description

• 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

Qualifications

• 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

Additional Information

• 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