Front Office Associate Guest Service Coordinator
Year Goa, India
Job Description
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Job Responsibilities
Job Requirements
- Works on assigned goals and prioritizes, organizes, and accomplishes the task along with the team.
- Assists the Front Office Manager/ Duty Manager in co-ordinating with various other departments in order to ensure personalized, prompt and flawless service to all guests.
- Ensures daily performance and manages revenue through revenue and yield management techniques.
- Focuses on generating incremental revenue through Early Check-in and Late Check-outs.
- Encourages the team to cross sell other hotel services like Spa, Restaurants, Travel Services.
- Monitors the business of competition hotels in terms of new accounts and rates.
- Maintains the Log Books and effectively follows up the system to check the daily arrival list and monitors all VIP movement.
- Ensures all standards are met for arrival and departure experience.
- Monitors adherence to all policies and procedures to reduce bad debts and rebates.
- Prepares reports on Occupancy, Average rates, Reservations and allocates rooms for guest arrivals as per preferences.
- Assists the Duty Manager in maintaining the Guest History System and updation of all the guest profiles.
- Ensures that all the operational standards set for all the processes are followed.
- Handles and resolves guest complaints and escalate the same to the Duty Manager for service recovery.
- Ensures speedy and timely actions during emergency situations as per the SOP guidlines.
- Creates guest engagements during arrival and departure, encourage the team to create memorable expericence for the guest.
- Ensures proper documentation and updation of records.
- Actively seeks information to understand and address guests\' needs.
- Prepares reports of guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken in consultation with the Duty Manager.
- Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
- Reviews arrival list every day and ensures guest preferences of repeat guests, VIPs, Inner-circle and Chambers members are communicated and delivered by the concerned departments.
- Maintains regular contacts with corporate and individual guests, and build strong relationships with them.
- Makes oneself available in the lobby during busy operational hours and interacts with the guests to solicit feedback for any required process improvements.
- Responds to and handles guest problems and complaints.
- Staffing and Scheduling of the shift and allocation of duties in the absence of Duty Manager.
- Assists in the learning and development of the team.
- Establishes and maintains open and collaborative relationships with associates and ensures associates do the same within the team.
- Ensures that regular on-going communication is taking place with associates to create awareness of business objectives.
- Communicates expectations, recognizes performance, and produces desired results with associates within the department.
- Assists the Front Office Manager in creating a culture of recognition by actively participating in the STARS (Special Thanks and Recognition System) Program.
- Assists the FOM/ DM in identifying risks and develop HIRA (Hazard Identification and Risk Assessment).
- Assists FOM/DM in adhering to roles and responsibilities pertaining to safety as defined by the hotel from time to time as per the PCM (Progressive Consequence Management) SOP and IMBC (Incident Management and Business Continuity).
- Follows property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Job Requirements
- Property Management & Guest Feedback System
- Cost Management
- Knowledge of Training tools
- Written & Verbal Communication
- Statutory Compliances
- Safety & Hygiene Practices
- Interpersonal Effectiveness
- Result Orientation
- Customer Centricity
- Decision Making
- Mutual Respect
- Empowerment
- Planning & Prioritizing
- Attention to Detail
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Job Detail
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Job IdJD3053631
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationGoa, India
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EducationNot mentioned
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ExperienceYear