Sign In
 [New User? Sign Up]
Mobile Version

Guest Service Agent

Chennai, TN
Job Code:
  • Travel
Applying for this job will take you to an external site
  • Shortlist
  • Email Friend
  • Print

Job Details

To ensure the minimum benchmark scores of the LRA Audit and Guest Expectation Index (GEI) are achieved for the department. Implement action plans as directed to constantly improve the results of the LRA Audit and Guest Expectation Index (GEI) year on year for the department. To deliver the brand promise and provide personal, instinctive, renewal and professional guest service at all times. To provide excellent service to internal customers as appropriate. Be familiar with the hotels products and services and policies. To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. To maintain 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. To assist to implement consistent guest recognition programmes and maintains a relevant guest history database. To ensure all guest communication and profile are managed through Starguest. To ensure that guest history records are accurately maintained and all repeat guests are pre-registered. Financial To ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling, foreign exchange, taxation, C-forms, and licensing are adhered to, including the timely and accurate reporting of financial information.Operational Meets and greets all guests and assists with registrations. To ensure the strict control of room keys. To ensure that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate. To make sure that all standards related to Starwood signature program are understood and executed at all times. Responds to the results of the LRA Audit and ensures that the relevant changes are implemented. Maintains a tidy lobby by checking the general cleanliness and tidiness of the sitting area and entrance. Prepares welcome cards and keys for arrival FIT guests. To ensure accurate knowledge of hotels and the tourism in the city / country. 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. To work in a supportive and flexible manner with other Associates and other departments in a spirit of Play as a team. Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests. To ensure that all guest details are entered correctly in accordance with the principles of clean data. To ensure that the maximum enrolments for Starwood Preferred Guest (SPG) program, in order to help increase repeat business.Personnel Align all day-to-day functioning of the department / division consistent with Starwood Privacy Policy. Attends and contributes to all training sessions and meetings as required. Supports the implementation of The Service Culture, demonstrating and reinforcing Westin Core Values and Culture Characteristics. To ensure PCI compliance guidelines are followed at all times.Other Duties To report for duty punctually wearing the correct uniform and passion tag. Attends and contributes to all training sessions and meetings as required. Exercises responsible behaviour at all times and positively representing the hotel team and Starwood Standards. To ensure high standards of personal presentation and grooming. To maintain good working relationships with colleagues and all other departments. To comply with local legislation as required. To respond to any changes in the department as dictated by the needs of the hotel. To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, including redeployment to other departments/areas if required, in order to meet business demands and guest service needs. To read the hotel s Associate Handbook and have an understanding of and adhere to the hotels rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety. To be well versed with the Hotel safety and security procedures and be vigilant about observing and reporting anything unusual Responds to changes in the Front Office function as dictated by the industry, company and hotel. To carry out any other reasonable duties and responsibilities as assigned.
Additional Degree: BHM (Hotel Management)

Experience: 3-8


Front Desk | Ground Staff | Operations
Applying for this job will take you to an external site


© Copyright 2015 Al Nisr Publishing LLC - powered by Gulf News