Financials
- Ensures cross selling other hotel services like Spa, Restaurants, Travel Services etc.
- Contributes to the transport revenue budgets.
Process
'*Assist in planning special events or celebrations for guests, including arranging flowers, gifts, or special surprises. *Stay updated on local happenings, cultural events, and new attractions to provide accurate and current information to guests.
- Ensure the safety and security of guests by being aware of hotel policies and emergency procedures.
- Offer knowledgeable recommendations on local attractions, restaurants, events, shopping centers and transportation options.
- Develops a strong knowledge of the hotel's facilities and services and of the surrounding community.
- Provides guests with information about attractions, facilities, services, and activities in or outside the property.
- Arrange transportation services, including airport transfers, car rentals, and taxi services, as needed.
- Makes guest reservations for air or other forms of transportation when requested. Obtains necessary itinerary tickets.
- Ensure smooth operations of bell desk with timely luggage delivery and collection during Check In and Check out
- Planning the staffing and roster for bell desk as per the movement of the day
- Maintaining the process of left luggage and reviewing the records on weekly basis.
- Training of chauffeurs as per brand standards and conducting timely audits for compliance
- Coordination with airport team regarding guests arrival, guests departure and lost luggage.
- Handles guest complaints and solve problem to the degree possible.
- Arranges secretarial and other office services.
- Coordinates guest requests for special services or equipment with the appropriate department.
*According to the newspaper consumption patterns, preferences and based on occupancy level, prepare and call for newspapers in advance.*Contacts roomed guests periodically to ascertain any special needs.
- Adherence to the Tata code of conduct, safety policies and values of the organization as defined.
Customer
'*Handles special requests and errands for guests promptly and efficiently.
- Facilitates reservations for guests both within the hotel, around the city and outside the city.
- Provides assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines.
- Engages guests in conversation regarding their stay.
- Anticipate guests' service needs, including asking questions to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Ensures that any outstanding requests from the previous day receive priority and are resolved.
- Maintains a cordial relationship with external stakeholders and parties for guest related requirement.
People
'*To ensure equiments and resources are readily availble with the team for smooth operations
- Assists learning and development for all the team
- Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team
- Ensures to create awareness of business objectives of the organisation
- Communicates expectations, recognizes performance, and produces desired results with associates within the department
- Ensures to create a culture of recognition by actively participating in the STARS (Special Thanks and Recognition System) program
