MERCURE Hiring for Guest Service Associate – Front Office at Chennai, Tamil Nadu Full Time

Job Purpose

This position is responsible for the smooth and efficient daily operation of the Front Desk and ensures that all hotel guests and visitors receive an optimum level of service and care at all times.

Reporting To Front Office Manager

Key Interactions

Internally

Catering Sales

Engineering

Finance

F&B

Housekeeping

IT

Kitchen

Purchasing

Reservations

Sales & Marketing

Security

Talent & Culture

Externally

Guests

Visitors

Suppliers

Vendors

Primary Responsibilities

Front Office Operation

Assist guests with check in and checkout, as well as other cashiering duties

Review arrival lists and prepare compendiums prior to guests’ arrival and check-into system if necessary

Welcome guests on arrival, register and issue room keys according to departmental standards and procedures

Ensure that members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service. Prepare and send welcome cards and amenities to room prior to guest arrival

Liaise closely with other relevant departments to ensure that guests requests and needs are met

Update and maintain repeat guest history system

Promote Inter-Hotel sales and in-house facilities according to departmental standards to maximize revenue

Handle guests’ complaints and comments tactfully and efficiently

Handling guests’ mails, messages, and answering of phone calls

Maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed

Be vigilant in regard to in-house credit matters and act upon any discrepancies

Alert Security or Duty Manager of suspicious looking person(s) / articles

Other Responsibilities

Maintain complete knowledge of all food & beverage services, outlets and hotel services/features

Be fully conversant with hotel fire & life safety/emergency procedures

Attend all briefings, meetings and trainings as assigned by management

Report for duty on time wearing clean and complete uniform at all times

Maintain a high standard of personal appearance and hygiene at all times

Perform other reasonable duties assigned by the Management of the Hotel

Main Complexity/Critical issues in the Job

Maintain highest standards and quality of services in Front Office operation to meet and exceed budgeted revenue targets and guests’ expectation/VOG target.

Span of Control

Nature

Budget responsibilities

Revenue responsibilities

Headcount

Profile

Knowledge and Experience

Diploma in Tourism / Hospitality Management

Minimum 1 year of relevant experience

Excellent reading, writing and oral proficiency in English language

Ability to speak other languages and basic understanding of local languages will be an advantage

Competencies

Good communication and customer contact skills

Service oriented with an eye for details

Ability to work effectively and contribute in a team

Self-motivated and energetic

Must be well-presented and professionally groomed at all times

Job Description

Job Purpose

This position is responsible for the smooth and efficient daily operation of the Front Desk and ensures that all hotel guests and visitors receive an optimum level of service and care at all times.

Reporting To Front Office Manager

Key Interactions

Internally

Catering Sales

Engineering

Finance

F&B

Housekeeping

IT

Kitchen

Purchasing

Reservations

Sales & Marketing

Security

Talent & Culture

Externally

Guests

Visitors

Suppliers

Vendors

Primary Responsibilities

Front Office Operation

Assist guests with check in and checkout, as well as other cashiering duties

Review arrival lists and prepare compendiums prior to guests’ arrival and check-into system if necessary

Welcome guests on arrival, register and issue room keys according to departmental standards and procedures

Ensure that members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service. Prepare and send welcome cards and amenities to room prior to guest arrival

Liaise closely with other relevant departments to ensure that guests requests and needs are met

Update and maintain repeat guest history system

Promote Inter-Hotel sales and in-house facilities according to departmental standards to maximize revenue

Handle guests’ complaints and comments tactfully and efficiently

Handling guests’ mails, messages, and answering of phone calls

Maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed

Be vigilant in regard to in-house credit matters and act upon any discrepancies

Alert Security or Duty Manager of suspicious looking person(s) / articles

Other Responsibilities

Maintain complete knowledge of all food & beverage services, outlets and hotel services/features

Be fully conversant with hotel fire & life safety/emergency procedures

Attend all briefings, meetings and trainings as assigned by management

Report for duty on time wearing clean and complete uniform at all times

Maintain a high standard of personal appearance and hygiene at all times

Perform other reasonable duties assigned by the Management of the Hotel

Main Complexity/Critical issues in the Job

Maintain highest standards and quality of services in Front Office operation to meet and exceed budgeted revenue targets and guests’ expectation/VOG target.

Span of Control

Nature

Budget responsibilities

Revenue responsibilities

Headcount

Profile

Knowledge and Experience

Diploma in Tourism / Hospitality Management

Minimum 1 year of relevant experience

Excellent reading, writing and oral proficiency in English language

Ability to speak other languages and basic understanding of local languages will be an advantage

Competencies

Good communication and customer contact skills

Service oriented with an eye for details

Ability to work effectively and contribute in a team

Self-motivated and energetic

Must be well-presented and professionally groomed at all times

Qualifications

Hotel Management