IHG Guest Service Associate - Front Office- Holiday Inn New Delhi Mayur Vihar Noida in United States

Description:

KEY RESPONSIBILITIES

Job Summary – (Role Summary)

· Responsible for all activities relevant to the Front Desk such as the reception, check in / out, rooming of all Hotel guests, foreign exchange and assisting them with inquiries.

Essential Duties and Responsibilities – (Key Activities of the role)

· Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity

· Registers and rooms all arrivals according to established procedures

· Maintains intimate knowledge of departmental standards and procedures

· Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation

· Maintains cashier float and ensures accurate daily report of all money received

· Cashes hotel guest’s personal and travelers checks and assists with currency exchange

· Keeps abreast of all modifications to accounting policies and procedures

· Responsible and attends to guest’s request of using the service of safety box at all times

· Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.

· Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist

· Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental Hotels

· Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service

· Performs the audit balances and prepares all works for audit in an orderly fashion

· When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival

· Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems

· Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand

· Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times

· Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard

2. REQUIRED QUALIFICATIONS

Required Skills –

· Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

· Able to read and write English

· Proficient in the use of Microsoft Office and Front Office System

Qualifications –

· High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent

Experience –

· 1 year experience in guest / customer service, or an equivalent combination of education and experience.

3. ACCOUNTABILITY

Number of employees supervised –

Direct N.A.

Indirect N.A.

Annual Operating Profit/Payroll Budget –

· N.A.

Key Metrics –

· Completion of assigned tasks

Decision Making Responsibilities (Decision Rights) –

· Within the authority as assigned for Hotel Band 9 role

4. KEY RELATIONSHIPS

Key Internal Relationships –

· Hotel Employees

Key External Relationships –

· Interacts with guests and individuals outside the hotel including, but not limited to, current and potential clients, owning company representatives, suppliers, competitors and other members of the local community.

Qualifications

KEY RESPONSIBILITIES

Job Summary – (Role Summary)

· Responsible for all activities relevant to the Front Desk such as the reception, check in / out, rooming of all Hotel guests, foreign exchange and assisting them with inquiries.

Essential Duties and Responsibilities – (Key Activities of the role)

· Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity

· Registers and rooms all arrivals according to established procedures

· Maintains intimate knowledge of departmental standards and procedures

· Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation

· Maintains cashier float and ensures accurate daily report of all money received

· Cashes hotel guest’s personal and travelers checks and assists with currency exchange

· Keeps abreast of all modifications to accounting policies and procedures

· Responsible and attends to guest’s request of using the service of safety box at all times

· Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, Frequent Flyers Programs, and also Intercontinental Hotels Group Loyalty programs.

· Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist

· Is familiar with other Intercontinental Hotels and Resorts so that guest indicating any next destination on the registration card can be “sold” an onward booking to another InterContinental Hotels

· Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service

· Performs the audit balances and prepares all works for audit in an orderly fashion

· When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival

· Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems

· Maintains exemplary deportment standards of behavior and appearance and attitude as expected in a IHG Brand

· Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times

· Endeavors to maintain the high standards of the hotel with particular regard to the importance of IHG Loyalty Program member and other VIP’s and with reference to hotel and to be a health or safety hazard

2. REQUIRED QUALIFICATIONS

Required Skills –

· Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

· Able to read and write English

· Proficient in the use of Microsoft Office and Front Office System

Qualifications –

· High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent

Experience –

· 1 year experience in guest / customer service, or an equivalent combination of education and experience.

3. ACCOUNTABILITY

Number of employees supervised –

Direct N.A.

Indirect N.A.

Annual Operating Profit/Payroll Budget –

· N.A.

Key Metrics –

· Completion of assigned tasks

Decision Making Responsibilities (Decision Rights) –

· Within the authority as assigned for Hotel Band 9 role

4. KEY RELATIONSHIPS

Key Internal Relationships –

· Hotel Employees

Key External Relationships –

· Interacts with guests and individuals outside the hotel including, but not limited to, current and potential clients, owning company representatives, suppliers, competitors and other members of the local community.

Job: Front Office

Location: New Delhi

Requisition ID: NEW002628