Job Overview
The Guest Service Executive is responsible for overseeing the overall daily functional activities of the Service Apartment he/she is working for. Guest Service Executive responsibilities need to be carried out in a planned, organized manner and it is important to ensure that they are in compliance with the Service Apartment Policies and Procedures. While carrying out these duties, he/she makes sure that the services delivered to the guests are consistent in quality and meet the required standard. Guest Service Executive supervises and trains guest service staff to have a high standard for guest delivery and efficient communication between all service staff. They ensure all guests are assisted with any complaints or service issues
Responsibilities and Duties
- Responsible for greetings every guest at the Reception Area
- Prepare Registration Card , Confirmation and Keys for Registration
- Register arriving guest with professional and room tour of the hotel facilities
- Maintain a friendly, cheerful, and courteous demeanor at all times, while providing personalized service to hotel guests
- Communicate effectively with guests and fellow team members
- Facilitate guest departures daily by following established procedures to close guest accounts and determine future room availability
- Processing guest payments
- Regularly calculates and/or posts monies, receipts, guest accounts, and other forms of credit using proper cash handling methods and established procedures to present the guest with accurate hotel charges upon check-out.
- Courteously answers inquiries and accept reservations, both in person and over the phone. Accurately and professionally communicate hotel rates and information, utilize suggestive selling techniques, demonstrate advantages, and create value for our guests
- Strategizing and monitoring the daily activities of Guest Service Officer operations
- Control cash and credit transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel policy.
- Overseeing and assessing Guest Service Office activities, and providing them with regular performance-related feedback
- Assisting customer service staff with duties where required
- Training staff in areas of customer service and Accor Policies
Other related duties as assigned by the Guest Service Manager/ Front Office Manager