To strive to attain the highest levels of guest satisfaction
To achieve financial targets as set
To have detailed information about the Hotel, city as well as the competition
To follow the house rules and policies laid down by the management
To have detailed information regarding arrivals and room requirements
To have up to date information on daily room occupancy
To up sell premium rooms
To ensure both brand and experience standards are being adhered to
To keep checks on various costs based on budgets
To handle all guests without bias or prejudice
To allocate rooms to all arriving guests
To maintain up-to date information on room rates, current promotions, offers and packages
To maintain all guest folios in the manner instructed and type out necessary guest details into the system
To adhere to strict grooming and hygiene standards
Handling Check-in and Check-outs
Handling group bookings and check-ins and check-outs.
To maintain a physical count of all room keys in each shift
To ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest
Asks for the day of departure and mode of payment. In case of the payment by credit card, take down the details.
In case the guest avails of a package offer get the required documents (ticket/voucher).
For a walk in guest, informs the duty manager and the security while checking in the guest.
For a foreign guest, takes down the passport details and returns the passport back to them
To co-ordinate with airport reps in movement of airport coaches
To ensure departure calls are done as scheduled
To ensure welcome experience target scores are achieved during check-ins
To ensure availability of welcome amenities
To ensure personalized luggage tags are received by 11am
To achieve check-out experience as per GSTS targets
Guest interaction at check I/O to get valuable guest feedback.
Keep the keys and personal stationary ready to facilitate express check-in.
Dealing with complaints and ensuring guest satisfaction
Efficient handling of complaints and requests to utmost satisfaction of guest.
Preparatory checks for arrivals along with checking late night arrivals.
To ensure proper filling of customer feedback
Ensure special personalized attention to guests like call screening of single ladies, finding and sharing preferences, etc
Check if the Juice trolley is clean and has enough glasses & sticker of the current date
Take steps to ensure delight for guests special occasions birthdays/ anniversaries.
Creating and updating reports
To prepare, understand and communicate all relevant daily, weekly and monthly reports and statistics
To maintain and settle the guest ledger rendering accountability for the days transactions
Handling the complementary room, rate variance, market statistics and no show reports
To handle all incoming telephone calls as per standards instructed
To do a Why Why analysis of all fairs and poors on guest feedback on a daily basis
Proper handling of cash and taking handovers
To encash foreign exchange as per regulations
To ensure that proper records are maintained for all telephone calls from the rooms
To ensure that all transactions are supported with vouchers
To ensure cash handover is prepared by each shift
To ensure accurate cash handover
To give proper and complete handover to the next shift
Requirements
Education
Graduate - preferably degree / diploma in hotel management.
Knowledge/Skills
Effective communication skills and pleasant personality are a must.
Possession of superior interactive skills is essential.
Knowledge of Fidelio
Basic computer operating skills MS Office/Excel is desirable.
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