Job Details

Posted Feb 26, 2019

Guest Service Associate - Front Office

Job Number EMEAA03037

Hotel Brand: Holiday Inn Express

Europe, Middle East, Asia & Africa » India » Karnataka » Bangalore

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Description

About us

At Holiday Inn Express & Suites Bengaluru Racecourse we want our guests to relax and be themselves which means we need you to:

  • Be you by being natural, professional and personable in the way you are with people
  • Get ready by taking notice and using your knowledge so that you are prepared for anything
  • Show you care by being thoughtful in the way you welcome and connect with guests
  • Take action by showing initiative, taking ownership and going the extra mile
Your day to day
  • Check guests in, issue room keys, provide information on hotel services and room location
  • Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Member and also returning guests 
  • Ensure required identification is taken from guests at check-in in line with local legislative requirements
  • Answer phones in a prompt and courteous manner
  • Up-sell rooms where possible to maximise hotel revenue
  • Answer, record and process all guest calls, messages, requests, questions or concerns
  • Record guest preferences in the system
  • Check guests out, including resolving any late or disputed charges
  • Accurately process all cash and credit card transactions using established procedures
  • Issue, control and release guest safe-deposit boxes in line with hotel procedures
  • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
  • Take action to solve guest problems/complaints using appropriate service recovery guidelines
  • Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty
  • May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
  • Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
  • Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
  • Being passionate about people and service
  • Strong communication skills essential when interacting with guests and employees
  • Reading and writing abilities are used often when completing paperwork, logging issues/complaints requests/information updates, etc.
  • Basic math skills are used frequently when handling cash or credit.
  • Problem solving, reasoning, motivating and training abilities are often used
  • Have the ability to work a flexible schedule including nights, weekends and/or holidays
What we need from you

High School diploma /Secondary qualification or equivalent.  One year front desk/guest service experience strongly preferred. Proficiency in Opera/Fidelio is preferred but not essential. Some college/university preferred. Must speak fluent local language. Additional language skills preferred but not required depending on location of hotel