Guest Service Associate - Front Office
On-siteLucknow, Uttar Pradesh, India or Dunn, North Carolina, United States
Job Summary
Conduct daily guest services, manage reservations, and handle check-in and check-out processes while adhering to internal controls and standard operating procedures. Perform cashier functions, collect guest preferences to maintain profiles, and provide engaging arrival and departure experiences to achieve guest delight. Take shift handovers, review room status and discrepancies, and secure payment modes for all guests. Upsell higher category rooms to optimize occupancy and ensure all equipment in the Front Office is operational. Record arrivals and departures in compliance with local laws, prepare 'C' forms, and maintain grooming standards. Enroll maximum guests into Le Club and obtain feedback to enhance service quality.
Required Qualifications
- Must have knowledge of membership levels of Le Club Accor program
- Must be able to handle set-up of daily reservations
- Must be able to handle check-in and check-out of guests
- Must be able to perform all cashier functions adhering to internal controls guidelines
- Must be able to ensure all interactions with guests are handled professionally and with care adhering to hotel's policies and procedures
- Must be able to follow and ensure standard operating policies (Key to Success) and procedures are adhered to
- Must be able to note, collect and act on guests' preferences to maintain guest profiles
- Must be able to create a positive and highly motivated working environment that promotes and develops teamwork
- Must be able to utilize and develop communication tools and channels for the dissemination of information and workflow in the section
- Must be able to attend training as scheduled by management
- Must be able to promptly and actively obtain feedback and preference from guest
- Must be able to provide engaging arrival and departure experience to all guests
- Must be able to enroll maximum guests to Le Club
- Must be able to achieve guest delight through friendly and proficient services at the time of arrival / departure
- Must be able to take hand over from the outgoing shift, highlighting any cash discrepancy
- Must be able to take departure time and secure mode of payment from all guests at the time of arrival
- Must be able to take check ins / outs efficiently within required time frame and as per defined standards
- Must be able to welcome all guests entering the hotel
- Must be able to extend fond farewell to all guests on departure
- Must be able to follow all internal controls guidelines prescribed by the management
- Must be able to up sell higher category of rooms to optimize occupancy and room rate
- Must be able to record Arrival & Departure register as per local laws at all times
- Must be able to prepare 'C' forms as per local laws
- Must be able to ensure and check all equipment in Front Office Department are in working condition
- Must be able to ensure all grooming standards are in place and adhered to
- Must be able to print shift reports and get them signed off, filed or handed over to incoming Shift
- Must be able to ensure that all rebates and paid-outs are acknowledged by Duty Manager
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.