Financials
- Works on assigned goals and prioritizes, organizes, and accomplishes the task along with the team.
- Assists the Guest Relations Manager in co-ordinating with various other departments in order to ensure personalized, prompt and flawless service to all guests.
- Monitors the business of competition hotels in terms of new accounts and rates.
Process
'*Conduct show-arounds for in-house as well as external / prospective guests on request of the duty manager.
- Handling guest complaints and concerns in an efficient and timely manner and Overseeing VIP guests, arrivals and departures.
- Collect preferences at the time of check-in and feed the same into the system.
- Assist the reception, cashiers and duty managers with front desk operations.
- Follow the First timer Process by welcoming the guest with Indian Traditional welcome (Arti, Tika and Garland), Complete Check In formalities and familiarize the guest with the room for a first-time guest.
- Prepare daily reports that are circulated to all the HODs and all operations departments.
- Check on VIP reservations, complete their pre-registration formalities.
- Allocate rooms as pert preferences to all arriving guests.
- Maintain up-to date information on room rates, current promotions, offers and packages.
- Follow the house rules and policies laid down by the management.
*Adhere to strict staff grooming and hygiene standards. *Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
- Ensure we plan guest engagements with guest segments like- Children, Long stayers, Couples, Single ladies, single travellers and create memorable moments
Customer
'*Actively seeks information to understand and address guests' needs.
- Prepares reports of guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken in consultation with the Guest Relations Manager.
- Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
People
'*Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
*Ensures that regular on-going communication is taking place with associates to create awareness of business objectives.*Communicates expectations, recognizes performance, and produces desired results with associates within the department.
Audit And Compliance
'*Asssists Guest Relations Manager in reviewing audit findings - Safety/Hygiene and TPAM (Taj Positive Assurance Model) and takes corrective measures to ensure full compliance.
- Conducts the internal audit checklists as per the IHCL Safety Guidelines.
Safety
'*Assists Guest Relations Manager in identifying risks and develop HIRA (Hazard Identification and Risk Assessment).
- Assists Guests Relations Manager in adhering to roles and responsibilities pertaining to safety as defined by the hotel from time to time as per the PCM (Progressive Consequence Management) SOP and IMBC (Incident Management and Business Continuity).
