Job Description

Description:Operational\xc2\xb7 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.\xc2\xb7 To check all due out folios 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.\xc2\xb7 To ensure all Guests, including VIP guests are personally met and escorted to their respective Suites / Rooms by a member of the Guest Relations/ Management team.\xc2\xb7 To liaise with all departments related to the Guest Relations daily operation.\xc2\xb7 To have a thorough understanding and knowledge of all Rooms related service and product and up sell alternatives.\xc2\xb7 To handle VIPs and guests enquiries in a courteous and efficient manner and report guest complaints or problems.\xc2\xb7 To establish a rapport with all guests by maintaining good relationship.\xc2\xb7 To ensure guest registration cards, back up vouchers and documents are filed accurately and according to the standards required.\xc2\xb7 To monitor all arriving VIPs through guest arrival list ensuring that all rates, vouchers required and credit requirements are followed up.\xc2\xb7 To undergo training on the correct e-mailing techniques and etiquette when replying to colleagues and guests.\xc2\xb7 To ensure that all room rates, guest data is correctly posted into the hotel property management system.\xc2\xb7 To identify and correct any errors on the guests profile or with the reservation.\xc2\xb7 To ensure that all room discrepancy are check and follow-up.\xc2\xb7 To ensure that guest history is maintained accurately and up-to-date.\xc2\xb7 To assist in planning and organizing special events, large group and festive promotions within the department.\xc2\xb7 To carry out any other reasonable duties and responsibilities as assigned.Administration\xc2\xb7 To update the Daily Log Book.\xc2\xb7 To submit all guest / staff incident reports.\xc2\xb7 To report Lost and Found items.People\xc2\xb7 To ensure that every staff provides a courteous and professional service at all times.\xc2\xb7 To attend behavioral and vocational training in own and related work areas to enhance skills and develop multi-functionality.\xc2\xb7 To attend regular on-the-job and classroom training in new Front Office techniques and systems.\xc2\xb7 To share knowledge and skills with other colleagues.\xc2\xb7 To attend classes on etiquette and guest handling.Housekeeping and Engineering\xc2\xb7 To ensure that the work place is kept clean and organized, both at the front and back of house as well as public areas.\xc2\xb7 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.\xc2\xb7 To monitor and ensure that rooms are ready for all VIP arrivals. (coordinate with Room Service, Housekeeping and Engineering)Other duties\xc2\xb7 To understand and strictly adhere to the Rules and Regulations established in the Staff Handbook and the Hotels policy on Fire, Hygiene, Health and Safety.\xc2\xb7 To maintain a high standard of personal appearance and hygiene at all times.\xc2\xb7 To maintain a good rapport and working relationship with staff in the work place and all other departments.\xc2\xb7 To attend and contribute to all departmental staff meetings, trainings and other related activities.\xc2\xb7 To liaise with housekeeping and all other VIP Team operations-related departments.\xc2\xb7 To ensure that Guests profile notes comments and preferences are updated.\xc2\xb7 To handle and follow up on all VIP complaints.\xc2\xb7 To undertake any reasonable tasks and secondary duties as assigned by the Assistant Manager.\xc2\xb7 To respond to any changes in the Front Office Department as dictated by the hotel.\xc2\xb7 To project at all times a positive and motivated attitude and exercise self-control.\xc2\xb7 To provide a courteous and professional personalized service at all times.\xc2\xb7 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.\xc2\xb7 To ensure that appropriate amenities, vouchers, and other VIP loyalty programme gifts are correctly displayed in the room prior VIPs arrival.\xc2\xb7 To attend all meetings as required by the manager.Qualifications:\xc2\xb7 Minimum 2+ years of experience in similar position.\xc2\xb7 Ideally with a relevant degree or diploma in Hospitality or Tourism management.\xc2\xb7 Excellent problem solving and interpersonal skills.\xc2\xb7 Demonstrate a growth mindset\xc2\xb7 Coach, mentor & Empower T.E.A.M.

Andaz