Guest Service Associate

Ibis Styles; Thane; On-site; INR 300,000 - 450,000; Full time

Job summary

Ibis Styles Mumbai Vikhroli is seeking a Guest Service professional to deliver proficient guest service, welcome guests per standards, and coordinate with Front Office and FB Service for seamless operations.

With a Diploma in Tourism Hospitality Management and at least 3 years in a similar role, you will handle guest queries, resolve issues promptly, upsell hotel facilities, maintain room setups, and uphold brand standards. Proficiency in English and MS Office is required.

Qualifications

• Diploma in Tourism Hospitality Management
• 3+ years of relevant experience in a similar capacity
• Excellent reading, writing and oral proficiency in English
• Ability to speak other languages is a plus
• Good working knowledge of MS Excel, Word, PowerPoint

Responsibilities

• Provide proficient and professional guest service to meet or exceed expectations
• Welcome guests by greeting them per standards
• Coordinate with Front Office and FB Service for seamless guest experience
• Respond to guest queries and resolve issues promptly to ensure satisfaction
• Promote hotel facilities and maximize sales through product knowledge

Skills

English proficiency

Customer service

Multitasking under pressure

Education

Diploma in Tourism Hospitality Management

3+ years of relevant experience

Tools

MS Excel

MS Word

PowerPoint

Job description

Job Description

• 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 FB 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.

Qualifications

• Diploma in Tourism Hospitality Management
• Minimum 3 years of relevant experience in a similar capacity
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Good working knowledge of MS Excel, Word, PowerPoint

Additional Information

• Good communication and customer contact skills
• Results and service oriented with an eye for details
• Ability to multi-task, work well in stressful high-pressure situations
• A team player builder
• A motivator self-starter
• Well-presented and professionally groomed at all times