Job Description
Job Description
Guest Services provide day‐to‐day supervision, direction and leadership to all associates in accordance with the objectives, performance and quality standards established by Pullman & Novotel Hotels. Ensures that the communication system of the hotel is well maintained and guest communications are handled politely and efficiently as per Pullman & Novotel Brand Standard.
- SUPERVISORY RESPONSIBILITIES & EMPOWERMENT
Responsibilities include continuous training, motivating and managing the associates in ensuring high standard of guest services and hospitality as the focus.
- KEY OPERATIONAL RESPONSIBILITIES
People Management
- Supervises the Pullman Connect & Guest Service Centre operation and work flow to maximize guests’ satisfaction.
- Identifies associate’s training requirements and service improvements areas.
- Supervises and coaches all staff to ensure that hotel’s policies and procedures are adhered to.
- Conducts daily and monthly meetings to highlight areas of improvement in the service aspects and obtains feedback.
- Creates a positive and highly motivated working environment that promotes and develops teamwork.
- Utilizes and develops communication tools and channels for the dissemination of information and workflow in the section.
- Ensures high level of engagement with associates to develop talent and retain associates
Guest Loyalty
- Ensures all calls from guests and external calls are handled professionally and with care adhering to hotel’s policies and procedures.
Operational Processes
- Ensures that the facilities of the Pullman Connect / Novotel Connect are always in excellent working order, neat, clean and ensures that unauthorized persons do not enter the area.
- Ensures that the fax machines are checked frequently and to ensure timely delivery of faxes to guests’ rooms.
- Ensures that all backup system and procedures are in place in the event of equipment malfunctions and contingencies
- Ensures that the procedures to follow up on unresolved guest voicemails and messages in PMS are in place.
- Ensures that Telephone Book function in PMS is maintained with the latest telephone information at all times.
- Ensures that the monthly and/or quarterly testing of calls postings are done and in line with the charging structure.
- Ensures guests’ requests are handled efficiently at the Service Centre.
- Ensures that team is doing their follow up calls to guest to check for satisfaction in a situation where there is a service / facility defect.
- Ensure that HOT SOS is handled efficiently and effectively by all team members, all errands are being monitored for completion with in specified times.
Administration
- Manages the budget and forecast of revenue and expense for Telephone department.
- Reviews and manages monthly expenses and costs.
- Ensures that weekly/monthly reports from the call system & HOT SOS are prepared, reviewed and forwarded to Front Office Manager and other related departments.
- Conducts audits on quality & efficiency of calls.
- Prepare action plans based on audits conducted to achieve the standards.
- Liaison with other Department heads to improve the efficiency of the tasks. Informs Department heads by sending the periodic job efficiency reports.
- Performs all other job assigned by the Management.
Job Details
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Job Location
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India
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Company Industry
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Other Business Support Services
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Company Type
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Unspecified
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Employment Type
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Unspecified
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Monthly Salary Range
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Unspecified
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Number of Vacancies
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Unspecified