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Guest Service Associate - Front Office

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Accor

10d ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Hospitality & Retail
    People, HR & Administration
  • Mumbai

AI generated summary

  • You need a service-focused personality, leadership experience, proficiency in Opera or similar systems, strong relationship-building and communication skills, and a commitment to team culture.
  • You will coordinate with departments, resolve customer queries, ensure efficient service, maintain records, manage cash, and uphold high standards of cleanliness and hospitality.

Requirements

  • 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.

Responsibilities

  • Liaise with different departments for smooth and co-ordinated work.
  • Should ensure that the team members are adhering to the Human Resource policies.
  • 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.
  • Co-ordinating with Finance if any deviation from the same.
  • 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.
  • Ensure cleanliness of all areas under the Front Office viz., Lobby, corridors, main staircase and drive away.
  • Helping other department in case of emergency.
  • All employees to safeguard their health and safety, and the health and safety of others, in the workplace.
  • Be ready and responsible for any job, which may be assigned by the Management.

FAQs

What are the main responsibilities of a Guest Service Associate in the Front Office?

The main responsibilities include providing excellent customer service, responding to guest inquiries and complaints, maintaining records of hotel functions, coordinating with other departments, and ensuring adherence to HR policies.

Is previous experience required for this position?

Yes, prior experience in a similar role and familiarity with hotel management systems such as Opera are required.

What qualities do you look for in a candidate for this role?

We look for a service-focused personality, strong communication skills, the ability to build and maintain relationships, and a proactive attitude toward enhancing organizational performance.

Will I be handling cash as part of my duties?

Yes, the Guest Service Associate will be responsible for cash handling related to hotel transactions and must ensure proper documentation and coordination with the finance department.

Are there opportunities for professional development within the company?

Yes, Accor is dedicated to supporting employee growth and learning every day, providing opportunities for development and exploration of potential roles.

Is a welcoming attitude important in this position?

Yes, a smiling and welcoming attitude is crucial while at the reception desk and when interacting with guests, as it contributes to their overall experience.

What should I expect during the training period for this role?

During the training period, you can expect to receive comprehensive onboarding that covers customer service protocols, operational procedures, and familiarization with the hotel and its amenities.

How do team dynamics play a role in this position?

Team dynamics are essential, as the Guest Service Associate must collaborate effectively with different departments to ensure smooth operations and high-quality service.

Are there any specific health and safety responsibilities associated with this job?

Yes, all employees are expected to safeguard their health and safety, as well as that of others, in the workplace.

Can I expect to work on weekends and holidays?

Yes, as a Guest Service Associate, work on weekends and holidays may be required based on the needs of the hotel.

Accor

Travel & Leisure
Industry
10,001+
Employees

Mission & Purpose

Accor is a leading global hospitality group offering a diverse portfolio of over 5,300 hotels and residences across more than 110 countries. It encompasses a wide range of brands, from luxury to economy, such as Raffles, Fairmont, Sofitel, Novotel, and ibis. Accor is committed to providing exceptional guest experiences through innovative services and a strong focus on sustainability and community engagement. The company aims to create memorable stays while contributing positively to the environment and the communities where it operates.