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Guest Service Executive @ ibis Navi Mumbai

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Accor

6d ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Hospitality & Retail

AI generated summary

  • You must provide excellent guest service, handle queries and complaints efficiently, coordinate with departments, promote hotel facilities, manage room inventory, and comply with safety regulations.
  • You will provide exceptional guest service, handle inquiries and complaints, manage resources, oversee operations, promote hotel facilities, and ensure safety and efficiency in all tasks.

Requirements

  • Designation: Guest Service Executive
  • 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 effect 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 department (Front Office and F&B Service).
  • 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.
  • Identify optimal, cost effective use of the resources and educate the team on the same.
  • 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 layout, 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.
  • 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.
  • Be ready and responsible for any job, which may be assigned by the Management.

Responsibilities

  • 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 effect 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 department (Front Office and F&B Service).
  • 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.
  • Identify optimal, cost effective use of the resources and educate the team on the same.
  • 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.
  • 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.
  • Be ready and responsible for any job, which may be assigned by the Management.

FAQs

What are the main responsibilities of a Guest Service Executive at ibis Navi Mumbai?

The main responsibilities include providing proficient guest service, welcoming guests, addressing complaints, coordinating with other departments, handling inquiries, and ensuring operational efficiency in the Guest Service department.

Who does the Guest Service Executive report to?

The Guest Service Executive reports to the Assistant Manager Guest Service.

Is previous experience required for this position?

While previous experience in a similar role is preferred, candidates with a passion for hospitality and a commitment to guest service may also be considered.

What kind of training will be provided?

Accor provides training to help employees grow and learn every day, ensuring they are well-equipped to meet guest expectations and handle various service situations.

Are there opportunities for career advancement within Accor?

Yes, Accor encourages employees to grow and explore limitless possibilities within the company, providing various opportunities for career advancement.

How does Accor promote diversity and inclusion?

Accor is committed to attracting, recruiting, and promoting diverse talent, creating an inclusive environment for all employees.

What should I do in case of an emergency situation at work?

In case of an emergency situation, report it immediately to the Guest Service Manager and follow all safety protocols and procedures.

Will I be responsible for managing guest complaints?

Yes, as a Guest Service Executive, you will be responsible for attending to guest complaints and resolving issues to ensure customer satisfaction.

How do you ensure guest satisfaction?

Guest satisfaction is ensured by responding to queries promptly, addressing complaints effectively, providing professional service, and maintaining a friendly atmosphere.

What are the working conditions for this position?

The working conditions may include working in a fast-paced environment, managing guest interactions, and handling various operational tasks throughout shifts, including weekends and holidays.

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.