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Director-Guest Services

IBIS -
Chennai, Tamil Nadu

Quick apply

Job details

Full-time
13 days ago

Qualifications

Hospitality
Management
Database administration
Bachelor's degree
Hospitality Management
Staff training
Guest services
Chef
Diploma
Hospitality management

Full job description

Company Description

"Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

Operational

Ensure the Guest Service operates successfully and are individually profitable in accordance with the standards of the hotel.
Ensure that all rooms are pre-blocked accordingly to arrival time and housekeeping is informed.
Work closely with Housekeeping and Engineering Department to ensure that rooms are blocked accordingly for maintenance.
Ensures strict control of room keys for guests and other departments
Conduct frequent and thorough inspections together with the Housekeeping Manager.
Maximises room sales and revenues for the hotel.
Ensures commercial management techniques of availability control are applied to achieve the maximisation of room sales
Makes all decisions regarding overbooking the hotel, ensures all out booking are carried out by a member of management
With the assistance of the Head Chef establish menus and price list.
Ensure that all Brand standards are met.
Maintain a high profile with customers and staff by socialising through all front desks, restaurants, bars and banqueting departments.
Ensure that the standards of Food and Beverage meet/exceed expectations.
Prepare standard menus, maintain the required standard of food production and meet agreed budget targets for food margins.
Perform systematic inspection of all Food & Beverage areas.
Ensure and maintain high standards of service delivery, safety, hygiene, security, discipline and compliance with the organization’s policy.
To provide cost effective and customer focused food and beverage service.
Ensure to coordinate the ordering of food stock and other supplies.
Ensures Guest Service operates with a sales attitude, and all personnel are aware of sales and opportunities within the hotel, which will assist, with the maximisation of revenue.
Keeps senior management informed of any risk or opportunity in relation to the pre-set performance figures
Ensures all Guest Service personnel are aware of all room and F&B sales revenue targets and are kept informed of performance results
Adhere to company credit policies to ensure all revenue expected will be received.
Monitors competitor performance both past and future to ensure correct selling strategies are applied.

Guest Service

Establish rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries.
Personally and frequently verify that guest’s check-in/out is receiving the best possible service in line with Accor’s standards.
Schedules oneself to be on the front during peak operation hours, checking on standards of services and cleanliness.
Greet and assist at the check in of guests.
Ensure a speedy telephone and message service at all times for guests.
Ensure that he/she maintains an up to date awareness of current promotions, policy changes and memorandums
Ensure thorough product knowledge of all outlets and departments by all Guest Service Heartists.
Maintain and promote excellent working relationships with local travel agents and tour operators.
Pro-active in seeking guest contact and maintaining excellent public relations.
Ensure that guest history records are up to date at all times.
Constantly aware of new market trends and activities of competitors ensuring that the operation is always one-step ahead of the competition.
Implement a consistent guest recognition programme and maintain a relevant guest database

Administration

Assists with the development and maintenance of a detailed Department Operations Manual that reflects policies and procedures, work processes and standards of performance within the department. Ensures annual review to accurately reflect any changes.
Assists with the preparation of the annual Plan ensuring departmental objectives fully address business objectives of the hotel and needs of employees.
Ensure that all guest service related forms and reports are forwarded in time to the Corporate Office.

Payroll and Productivity Management

Exercises efficient Payroll Management/Resource allocation through the establishment of a flexible workforce throughout the department. This will be based on the principles of a flexible employee base, multi-skilling and multi-tasking
Directs subordinates to ensure productivity meets standards given in accordance with the Accor’s standards.
Focus attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment
Ensure new technology and equipment are embraced, improving productivity whilst taking work out of the system

People Management

Recruit, select and develop Guest Service employees to work following the operational, financial, administrative philosophies willing to become multi skilled and perform multi tasks.
Through hands on management, supervise closely all Guest Service Heartist's in the performance of their duties in accordance with policies and procedures and applicable laws
Delegate appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained
Instill the Training philosophies of the company and work closely with the P&C Manager developing Departmental Trainers, ensuring that all Assistant Managers and Associates take an active role in the training and development.
Develop and assist with training activities focused on improving skills and knowledge.
Ensure employees have a complete understanding of rules and regulations, and that behaviour complies.
Monitor employee morale and provide mechanisms for performance feedback and development.
Conduct Annual Performance Reviews providing honest and appropriate feedback.
Effectively communicate guiding principles and core values to all levels of employees.

Health & Safety Responsibilities/ Duties

Establish and maintain safe working conditions and practices following Accor’s Health, Safety and Environmental policies.
Ensure all practicable steps are taken to maintain a safe work environment following Accor’s Health, Safety and Environmental policies.
Ensure all staff within the department are fully conversant with departmental fire and evacuation procedures.
Ensure all hazard are recorded and reported to the Management and that they are investigated appropriately with controls identified and reviewed.
Implement Accor’s policy on prevention of Harassment/ Bullying in the Workplace according to guidelines.
Ensure all protective clothing and equipment is provided to employees where necessary, maintained and they are train its use.
Ensure all workplace accidents and incidents are reported accurately and promptly on the prescribed form, with appropriate investigation and corrective action taken.
All serious harm accidents are reported to management immediately in writing.
All new and transferring staff have training and ongoing supervision to ensure they have the knowledge and skills to perform work tasks in a safe manner.
Rehabilitation support and assistance is provided to injured workers following Accor guidelines.
Review and develop health and safety policy objectives and plans at least annually.
Be proactive in keeping departmental health and safety records and information up to date.
Ensue site visitor / contractor entry procedures are applied.

General

Represents Guest Service on the hotel Executive Committee ensures the efficient and smooth operation.
Attends and contributes to all Meetings as required
Ensure all employees provide a courteous and professional service at all times
Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
Strictly adhering to rules and regulations established in the Employee handbook and the hotels policies concerning fire, hygiene and health and safety
Take an active involvement in the Welfare, Safety, Development and well being of employees providing advice, counselling and truthful, diplomatic feedback
Ensure high standards of personal presentation and grooming
Maintains positive guest and colleague interactions with good working relationships.
Exercise responsible management and behaviour at all times and positively representing ibis Chennai Sipcot.
Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company.

Qualifications

Education

Bachelor's Degree or Diploma in Hotel Management, Hospitality Management, or related field.

Experience

Minimum 5-8 years of hospitality experience.
At least 3 years in a managerial role overseeing Front Office and/or Food & Beverage operations.
Experience within Accor brands is an advantage.

Quick apply

Refine Your Search

head of operational risk jobs in chennai tamil nadu

Director-Guest Services

Dy Mgr- Quality

EHS

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