Hyatt Regency Thrissur Looking for GUEST SERVICES OFFICER at Trichur, Kerala Full Time

Summary

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Main Duties and responsibilities:
Administrative

Maintains the Daily Log Book.

Reports “Lost and Found” items.

Customer Service

To ensure the minimum benchmark scores of the Consumer Audit and Hyatt Guest Satisfaction survey are achieved.

Implement action plans as directed to constantly improve the results of the Consumer Audit and Hyatt Guest Satisfaction survey Year on Year.

Delivers the brand promise and provide exceptional guest service at all times.

Provides excellent service to internal customers as appropriate.

Be familiar with the hotel’s products and services and policies.

Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

Maintains positive guest and colleague interactions with good working relationships.

Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.

Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.

Main Duties and responsibilities:
Administrative

Maintains the Daily Log Book.

Reports “Lost and Found” items.

Customer Service

To ensure the minimum benchmark scores of the Consumer Audit and Hyatt Guest Satisfaction survey are achieved.

Implement action plans as directed to constantly improve the results of the Consumer Audit and Hyatt Guest Satisfaction survey Year on Year.

Delivers the brand promise and provide exceptional guest service at all times.

Provides excellent service to internal customers as appropriate.

Be familiar with the hotel’s products and services and policies.

Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

Maintains positive guest and colleague interactions with good working relationships.

Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.

Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.

Financial

Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling, foreign exchange, taxation, C-forms, and licensing are adhered to, including the timely and accurate reporting of financial information

Operational

Meets and greets all guests and assists with registrations.

Ensures the strict control of room keys.

Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.

Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.

Prepares welcome cards and keys for arrival FIT guests.

Ensures accurate knowledge of hotels and the tourism in the city / country.

Works closely with other Front Office personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

Supports and embraces the spirit of “We work through Teams”.

Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.

Ensures that all guest details are entered correctly in accordance with the principles of clean data.

Ensure maximum enrolments for Gold Passport, in order to help increase repeat business

People

Align all day-to-day functioning of the department / division consistent with Hyatt’s Global Privacy Policy.

Attends and contributes to all training sessions and meetings as required.

Supports the implementation of The People Brand, demonstrating and reinforcing Hyatt’s Values.

Other Duties

Exercises responsible behaviour at all times and positively representing the hotel team and Hyatt International.

Ensures high standards of personal presentation and grooming.

To follow and ensure that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

To be well versed with the Hotel safety and security procedures and be vigilant about observing and reporting anything unusual.

Responds to changes in the Front Office function as dictated by the industry, company and hotel.

Be able to multi-task and carry out any other reasonable duties and responsibilities as assigned.