Guest Service Associate

About the Company

Accor is a global leader in hospitality, dedicated to diversity and inclusion. They strive to recruit and promote diverse talent and provide an environment where employees can grow and find purpose in their work.

Job Responsibilities

• Deliver professional and efficient guest service, aiming to meet and exceed guest expectations.
• Welcome guests warmly in accordance with company standards.
• Report any issues that might affect Accor's interests promptly to management.
• Oversee and facilitate the operations of the Guest Service department, encompassing Front Office and Food & Beverage service.
• Address and resolve customer queries timely to maintain high satisfaction levels.
• Manage guest complaints, requests, and inquiries related to food and services.
• Coordinate and collaborate effectively with all departments within ibis Mumbai Vikhroli to enhance productivity and guest experience.
• Identify resource optimization opportunities and educate team members accordingly.
• Prepare all operational equipment and inspect linens and condiments before service periods.
• Maintain familiarity with all menu items to assist guests accurately.
• Clear used tableware and reset tables efficiently for incoming guests.
• In the absence of the Assistant Manager - Guest Service, take orders, recommend specials, and ensure accurate and timely posting of guest and hotel account charges.
• Promote hotel amenities and increase sales through excellent product knowledge and sales techniques.
• Handle guest queries and requests with professionalism, warmth, and courtesy.
• Manage guest luggage courteously and efficiently.
• Control and assign room inventory based on guest needs.
• Know the layout of the property, fire exits, and elevator locations thoroughly.
• Report equipment malfunctions, emergency situations, or suspicious activities to the Guest Service Manager.
• Minimize breakage, theft, and spoilage to the lowest possible level.

Qualifications

• Diploma in Tourism & Hospitality Management.
• At least 3 years of relevant experience in a comparable role.
• Strong proficiency in English reading, writing, and speaking.
• Ability to communicate in additional languages and understand local dialects is advantageous.
• Good working knowledge of MS Excel, Word, and PowerPoint.

Additional Information

• Excellent communication and guest interaction skills.
• Service and results-driven, with sharp attention to detail.
• Capable of multitasking and working effectively in high-pressure, stressful environments.
• Team-oriented, motivational, and a self-starter.
• Consistently well-groomed and professionally presented.