Assistant Manager - Guest Relations

Company Description

Novotel Hyderabad Airport designed to help guests find their way around easily is built on simplicity and elegance and well positioned near the new international airport. The hotel features 292 rooms and suites in the Premier Floor with WiFi access, along with a restaurant, a bar, a beautiful outdoor swimming pool and meeting rooms accommodating up to 400 guests covering a total area of 7 acres. The major access routes are National Highway 7 (from the west) and Srisailam SH (from the east).

 GENERAL INFORMATION  

Address – Rajiv Gandhi International Airport, Shamshabad, Hyderabad, Telangana, India, Pin -500108

Telephone number:+91 (0) 40 6625 0000

Website:https://all.accor.com/hotel/6687/index.en.shtml

About The Role :

 Primary Responsibilities 

Responsible for the smooth functioning and for the satisfactory rooming and welfare of all guests of Novotel Hyderabad Airport.

Responsible for Reception, Concierge operations, Hospitality and Cashier.

Liaise with different departments for smooth and coordinated work.

Ensure cleanliness of all areas under the Front Office viz., Lobby, corridors, main staircase and drive away.

Ensure to interact with the guests & enable the team to understand guest requirements.

To be readily available at all times to deal with problems or complaints.

Plan for VIP arrivals in advance.

Record history / preferences for all VIPs, regular and long staying guests.

Ensure preferences are looked into when guests are expected to arrive.

Personally welcome and escort all guests of Novotel Hyderabad Airport.

 Operational Management 

Adhere to the Standard Operating Procedures & policies.

Check outstanding of in-house guests on a daily basis.

To check whether the following records are kept in order and up to date.

“C” forms

Reception / Information Log Book

Ensure that the luggage of incoming and outgoing guests is handled quickly and efficiently.

Ensure that all mail and messages awaiting arrival of incoming guests are promptly delivered.

Check the grooming and hygiene of the team.

Ensure all V.V.I.P room inspection in coordination with House Keeping Department.

Reviews VOG performance and guest feedback daily, identifies trends and areas for improvement on a regular basis and shares with relevant stakeholders.

Maintains direct contact with guests to collect direct feedback and facilitate new ways of collecting more in-house feedback.

Works closely with Department Heads to assess service standards and delivery on a regular basis.

Attends Regional/Global Guest Experience meetings/training as required.

Qualifications

 Knowledge and Experience 

Diploma in Tourism / Hospitality Management

Minimum 4-5 year of relevant experience and at least 1 year in the similar capacity

Excellent reading, writing and oral proficiency in English language

Ability to speak other languages and basic understanding of local languages will be an advantage

 Competencies 

Good communication and customer contact skills

Service oriented with an eye for details

Ability to work effectively and contribute in a team

Self-motivated and energetic

Must be well-presented and professionally groomed at all times