Four Seasons Hiring for Front Office Attendant at Mumbai, Maharashtra Full Time

Full Job Description
Basic Function: Welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

Role and Responsibilities

ESSENTIAL FUNCTIONS :
Checks-in guest at Front Desk or provides in Room Check-in, in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest.
Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction.
Maintains a balanced bank/ cash float assigned by the hotel. Makes change, cashes checks, exchanges foreign currency. Reconciles all transactions at the close of each shift. Ensure all the transactions made on behalf of hotel are PCI compliant.
Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.
Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
Works harmoniously and professionally with co-workers and supervisors in executing the day to day operational requirements.
Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator.
Executes all tasks assigned by his/her superiors.

Specific Responsibilities and Tasks

Attends all scheduled training sessions.
Monitors and responds to guest within 90 seconds over FS Chat.
Monitors and assign/ perform task received in HOTSOS.
Use of Golden at all times when on shift.
Ability to file online C form data for in house guest and updating of registration card.
Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule
Coordinates and performs guest arrival, departure and cashiering tasks in accordance with hotel standards; Provides genuine hospitality and recognition in the work area; adheres to hotel credit policies and procedures.
Is completely aware of the hotels upsell program and strives towards achieving the companies upsell goal.
Has a thorough understanding of and actively uses available resources, including databases and personal contacts; Provides individual assistance and accurate information in an effective and timely manner; offers a special touch when an opportunity is presented
Anticipates guest needs and takes ownership of guest concerns and requests; acts decisively to ensure guest satisfaction; reports all glitches to Assistant Manager for further follow up
Possesses a high degree of product knowledge and relevant technical skills; intuitively recommends and effectively upsells room types and hotel facilities in a sensitive and personalized manner
Handles unexpected situations and emergencies in a composed and intelligent manner and in accordance with hotel policies and procedures.
Is highly sensitive to guest’s preferences and special requests; offers meaningful alternatives when special requests cannot be met.

NON-ESSENTIAL FUNCTIONS :
Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Business Center, and lobby coverage.
Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests.

Skills and Abilities:
Possesses finesse and personal flair; knowledge in a relevant foreign language is preferred
Possesses aptitude and upward mobility
Possesses excellent English, math and psychometric abilities

Education: Technical education in Hospitality management is preferred

Experience: 0 – 1 years of relevant experience in 5 star hotels or resorts at Reception