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 affect 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