The associate, being at direct customer interface points, will be the face of the company for most guests. His/her job responsibilities will include the following:
- Guest Service: Since the reception desk and telephones are in most cases the first point of guest contact/requests, attention to them and speedy fulfillment of these requests are the main focus of this role. These will include maintaining keys, handling messages and couriers, photocopying and assisting with business centers functions, arranging office transfers, co-ordinating car hires and levying the charges contracted with the company or published tariffs
- In the telephone operator role: the job will consist of handling incoming calls from outside the hotel for guests in house, logging down of messages for guests and also re-directing calls to functions within the hotel for whom calls may come
- Guest arrivals co-ordination: Preparation of the arrival list the previous dayfor the day, rooms allocation with relevant information to co-ordinating functions, sending cars for airport pick-ups if required co-ordination with other functions like housekeeping and maintenance to give the guest a quality product
- Reception activity: Thorough understanding of the PMS, taking guest check-ins as per reservation details and informing the guest about services and plans offered to the guest by the hotel.
Reconfirming on departure details and filling out of forms and information mandatory by law
- Taking guest check-outs: preparation of transparent and complete bills after checking for minibar and other services, filing invoices for the same, requesting for Guest comments/feedback in the GSTS form, arranging transportation requirement for guests for office/airport transfers and charge accordingly.
- Co-ordinating with other functional departments for smooth operation of hotel
- Keep track of guest bills and answering guest queries regarding billing issues with the supporting
- Attending to walk-in visitors by providing information regarding services provided by the hotel and rates charged for the services
- Keeping track of hotel car keys and guest car keys standing at the porch
- Cash, Credit Card, Foreign Currency and Bill to Company settlement of guests checking out and foreign currency money exchange for in house guests
- Maintaining an accurate and up-to-date guest profile database.
- Maintaining confidentiality of all guests, company information and records
- Ensuring all guest feedback and requests are recorded
- Maintaining hotel/statutory records as required
- Creating GSTS comparative report
- Maintain hot logs & cold logRole & responsibilities