Job Description
- JOB PURPOSE
To act as the ambassadors of the hotel, providing guests above-and-beyond services to ensure their experience will be worth remembering.
Guest Relation Associate shall be responsible for preparation of arrival and departure of guests, profile database maintenance, Le Club Accor/Accor Advantage Plus/Frequent Flyer Membership and Long-stayer Programs. Must be fully conversant of the technicalities of each program and ensure that effectiveness is maintained throughout.
Guest Relation Associate to provide engaging experience to guests staying at Pullman Hotel and shall also be responsible for making a rapport with them to gain loyalty, keeping in mind the objectives, performance, consistency and quality standards established.
- EXECUTIVE RESPONSIBITIES & EMPOWERMENT
- To provide a courteous, professional, efficient, flexible and upscale service at all times, following the standards laid down by the department.
- In the position of Guest Relations Associate, to lead, to meet goals and objectives put in place by the hotel (Novotel).
- To develop high quality relationships with guests, from the moment they arrive and throughout their stay, in order to encourage trustworthiness.
- To ensure effective implementation of all departmental, human resource, finance and safety system policies and procedures.
- To execute an efficient and effectual day to day communication and administration between different departments resulting in a highly motivated, flexible and welcoming skilled workforce.
- To be entirely malleable and adaptable with regards to working hours and rotation, if may required.
- To maintain appropriate standards of conduct, uniform, hygiene and appearance during operational hours.
- KEY OPERATIONAL RESPONSIBILITIES
People Management
- To create a positive and encouraging working environment to promote and develop teamwork.
- To utilize and develop communication tools and channels for the dissemination of information and workflow in the section, Rooms Division and all other departments.
- To coordinate and communicate effectively in the hotel, within the department and with other departments as well in order to build good interdepartmental relations.
- To be role model in terms of conduct with colleagues, sincere and respectful while interacting with other members of the team.
Guest Loyalty
- Responsible for lobby presence at all given times in order to assure all guests are being looked after well and their questions/doubts have been answered accurately.
- To be regularly available in the hotel lobby managing the flow of guests and keeping waiting’s to its minimal.
- To establish a warm and personalized relationship with all guests contributing to their sense of welfare, allegiance and loyalty.
- To prioritize guest relations, while taking care to respect administrative procedures as well.
- To anticipate guest needs, taking them into consideration and execute an appropriate action.
- Responsible for driving the guest recognition programs (Frequent Guest Program, Long-stay Program and Kids program) and membership programs (Le Club Accor, Accor Advantage Plus and Frequent Flyer) with complete zest in coordination with other team members.
- To anticipate and resolve all guest queries/concerns with help of all the resources and guidance available.
- To collect preferences, likes/dislikes enthusiastically and shall fully be responsible for maintenance of guest profiles database.
- To actively obtain feedback from guests in order to improve services and facilities provided in the hotel and also ensure further escalation of comments to the higher management.
Operational Processes
- To project a first positive impression of the hotel to arrival guest by extending warm welcome.
- To demonstrate a thorough understanding of all the facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate.
- To serve as the main point of contact for all VIP guests and to ensure all departments are fully briefed on their preferences and requirements.
- To ensure a very high level of customer service is being constantly maintained at Front Desk, Lobby and Executive Lounge.
- Responsible for maintenance and upkeep of the lobby ensuring lobby is always in a good condition.
- To coordinate with housekeeping with regards to flower arrangements as and when required.
- To liaise with Food and Beverage department in order to get standardized amenities placed in all VIP guest rooms as and when required.
- To coordinate with Rooms Controller to make sure VIP room blocking is done as per the requests, preferences and profile notes updated and all VIP rooms are thoroughly snagged post placement of amenities.
- To give courtesy calls to all high profile, long-staying and unwell guests on regular basis in order to seek preferences and feedback.
- To ensure guest’s special occasions are celebrated as per the standardized procedures and guidelines in order to provide all our guests “home away from home” feeling.
- To ensure all the concerns and issues highlighted by the guests are being handled with utmost care, immediate action is being taken and appropriate service recovery is being carried out.
- To ensure regular guests and long-staying guests are given the due recognition, their views and suggestions matters and are being communicated to the higher management.
Administration
- To apply and actively support the hotel's pricing policy in order to increase REVPAR.
- To promote the brand and/or group loyalty program, adapting the sales pitch to suit the guest's needs.
- To maintain the inventory of all the amenities and gifts required for guest loyalty programs.
- To ensure stationary, gifts and amenities are well stocked and are in pristine condition.