Guest Service Associate – Front Office – PULLMAN – Full Job Description

Company: PULLMAN
Location: Delhi, Delhi
Job Type: Full-time
Salary: Negotiable

Job Title: Guest Service Associate

Job Purpose: The Guest Service Associate provides exceptional guest services, manages daily reservations, and handles guest check-in and check-out processes. The role also includes performing all cashier functions while adhering to internal controls guidelines.

Executive Responsibilities & Empowerment:

• Ensures all guest interactions are professional and caring, adhering to hotel policies and procedures.
• Responsible for following and ensuring adherence to standard operating policies (Key to Success) and procedures.
• Notes, collects, and acts on guest preferences to maintain detailed guest profiles.

Key Operational Responsibilities:

People Management:

• Helps create a positive and highly motivated working environment that promotes and develops teamwork.
• Utilizes and develops communication tools and channels for information dissemination and workflow management within the section.
• Attends training sessions as scheduled by management to enhance skills and knowledge.

Guest Loyalty:

• Promptly and actively obtains feedback and preferences from guests.
• Provides engaging arrival and departure experiences to all guests to enhance guest satisfaction.
• Actively enrolls guests in the Le Club loyalty program to maximize customer retention.
• Achieves guest delight through friendly and proficient services during arrival and departure.
• Must possess knowledge of membership levels within the Le Club Accor program.

Operational Processes:

• At the start of each shift:
  • Reviews all shift back-up reports to stay informed.
  • Familiarizes with the room situation in the hotel, including occupancy and availability.
  • Checks on the status of room blocks and discrepancies.
  • Follows up on expected check-ins and check-outs with the Front Desk.
  • Reviews reports from the end of the previous shift.
  • Handles correspondence relevant to the current shift.
  • Stays informed about events occurring in the hotel.
• Takes handover from the outgoing shift, highlighting any cash discrepancies.
• Takes departure time and secures the mode of payment from all guests upon arrival.
• Completes check-ins and check-outs efficiently within the required timeframe and as per defined standards, ensuring efficiency and accuracy.
• Welcomes all guests entering the hotel with a warm and friendly greeting.
• Extends fond farewells to all guests upon departure.
• Follows all internal controls guidelines prescribed by the management to maintain financial integrity.
• Upsells higher category rooms to optimize occupancy and room rate to maximize revenue.
• Records Arrival & Departure register as per local laws at all times.
• Prepares ‘C’ forms and sends them as per local laws to ensure compliance.
• Ensures and checks that all equipment in the Front Office Department are in working condition, addressing any maintenance needs promptly.

Administration:

• Ensures all grooming standards are in place and adhered to, maintaining a professional appearance.
• Prints shift reports and gets them signed off, filed, or handed over to the incoming shift to ensure accountability.
• Ensures that all rebates and paid-outs are acknowledged by the Duty Manager, maintaining financial transparency.
• Performs all other job-related tasks assigned by the Management to support overall hotel operations.