About the job
Primary Role:
- Deliver exceptional and professional guest service to ensure guests' expectations are not only met but exceeded.
- Warmly welcome guests upon arrival, following established greeting standards.
- Report any concerns that may impact the interests of ACCOR to management promptly.
- Facilitate and oversee the operations of the Guest Service department, including Front Office and Food & Beverage services.
Key Responsibilities:
People Management
- Address customer inquiries and resolve issues efficiently to ensure high levels of guest satisfaction.
- Attend to guest complaints, requests, or inquiries regarding food and services with diligence.
- Foster seamless collaboration across all departments at ibis Mumbai Vikhroli to optimize cooperation, productivity, and morale.
Financial Management
- Identify and promote optimal, cost-effective use of resources, guiding the team accordingly.
Operational Management
- Ensure all operating equipment is set up properly and inspect linen and condiments prior to service.
- Maintain familiarity with all menu items.
- Oversee the clearance of soiled chinaware, glassware, and silverware from guest tables, and re-set for new arrivals.
- In the absence of the Assistant Manager - Guest Service, take guest orders, advise on menu specials, and ensure accurate posting of charges to guest accounts.
- Leverage every opportunity to promote hotel facilities and enhance sales through product knowledge and selling skills.
- Provide prompt and professional attention to all guest inquiries and requests in a warm and friendly manner.
- Handle guest luggage courteously and efficiently.
- Manage room inventory and assignments according to guest needs.
- Be well-acquainted with the property layout, including fire exits and elevator locations.
- Report any equipment malfunctions, emergency situations, or suspicious individuals to the Guest Service Manager.
- Minimize breakage, pilferage, and spoilage.
Occupational Health & Safety
Employee Responsibility
All employees must comply with relevant OHS&E legislation and policies, including:
- Taking care of themselves and others.
- Cooperating with management to ensure a safe work environment.