Guest Service Officer - Front Desk

Job description

Customer Service

· Delivers the brand promise and provide exceptional guest service at all times.

· Provides excellent service to internal customers as appropriate.

· Be familiar with the hotel's products and services and policies.

· Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

· Maintains positive guest and colleague interactions with good working relationships.

· Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.

· Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.

Operational

· Meets and greets all guests and assists with registrations.

· Ensures the strict control of room keys.

· Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.

· Embraces all Touches of Hyatt and the Rooms Top 20.

· Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.

· Prepares welcome cards and keys for arrival FIT guests.

· Ensures accurate knowledge of hotels and the tourism in Mumbai.

· Reports “Lost and Found” items.

· Works closely with other Front Office personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

· Supports and embraces the spirit of “We work through Teams”.

· Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.

· Ensures an understanding on the sequence of duties related to VIP Guests.

Desired profile

Qualifications :

·  Degree/Diploma in Hotel Management
·  Minimum 1 year experience at Front Desk