Guest Experience Associate

Summary

Operational

· To assist in managing efficiently the department according to the established concept statement providing personalized, courteous, professional, efficient and flexible service at all times, following Andaz Delhi Standards of Performance.

· To check all due out folio’s each morning for accuracy and presentation, to ensure follow up of all due out rooms is made from the departure list by 13:00 hours each day.

· To ensure all Guest’s, including VIP guests are personally met and escorted to their respective Suites / Rooms by a member of the Guest Relations/ Management team.

· To liaise with all departments related to the Guest Relations daily operation.

· To have a thorough understanding and knowledge of all Rooms related service and product and up sell alternatives.

· To handle VIPs and guests enquiries in a courteous and efficient manner and report guest complaints or problems.

· To establish a rapport with all guests by maintaining good relationship.

· To ensure guest registration cards, back up vouchers and documents are filed accurately and according to the standards required.

· To monitor all arriving VIPs through guest arrival list ensuring that all rates, vouchers required and credit requirements are followed up.

· To undergo training on the correct e-mailing techniques and etiquette when replying to colleagues and guests.

· To ensure that all room rates, guest data is correctly posted into the hotel property management system.

· To identify and correct any errors on the guests profile or with the reservation.

· To ensure that all room discrepancy are check and follow-up.

· To ensure that guest history is maintained accurately and up-to-date.

· To assist in planning and organizing special events, large group and festive promotions within the department.

· To carry out any other reasonable duties and responsibilities as assigned.

Administration

· To update the Daily Log Book.

· To submit all guest / staff incident reports.

· To report “Lost and Found” items.

People

· To ensure that every staff provides a courteous and professional service at all times.

· To attend behavioral and vocational training in own and related work areas to enhance skills and develop multi-functionality.

· To attend regular on-the-job and classroom training in new Front Office techniques and systems.

· To share knowledge and skills with other colleagues.

· To attend classes on etiquette and guest handling.

Housekeeping and Engineering

· To ensure that the work place is kept clean and organized, both at the front and back of house as well as public areas.

· To coordinate all Repair and Maintenance and issue repair and maintenance job orders to ensure the proper maintenance of the outlet as well as public areas.

· To monitor and ensure that rooms are ready for all VIP arrivals. (coordinate with Room Service, Housekeeping and Engineering)

Other duties

· To understand and strictly adhere to the Rules and Regulations established in the Staff Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.

· To maintain a high standard of personal appearance and hygiene at all times.

· To maintain a good rapport and working relationship with staff in the work place and all other departments.

· To attend and contribute to all departmental staff meetings, trainings and other related activities.

· To liaise with housekeeping and all other VIP Team operations-related departments.

· To ensure that Guests’ profile notes comments and preferences are updated.

· To handle and follow up on all VIP complaints.

· To undertake any reasonable tasks and secondary duties as assigned by the Assistant Manager.

· To respond to any changes in the Front Office Department as dictated by the hotel.

· To project at all times a positive and motivated attitude and exercise self-control.

· To provide a courteous and professional personalized service at all times.

· To monitor all VIP arrivals by going through arrival list to be aware of previous issues / complains as well as preferences. Ensure the daily VIP log is correctly filled out.

· To ensure that appropriate amenities, vouchers, and other VIP loyalty programme gifts are correctly displayed in the room prior VIPs’ arrival.

· To attend all meetings as required by the manager.
Qualifications

· Minimum 2+ years of experience in similar position.

· Ideally with a relevant degree or diploma in Hospitality or Tourism management.

· Excellent problem solving and interpersonal skills.

· Demonstrate a growth mindset

· Coach, mentor & Empower T.E.A.M.

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