Sr.GSA-Front office

POSITION GUIDELINES

POSITION TITLE : Sr. Guest Service Associate (Front Office)

DEPARTMENT : Front Office

RESPONSIBLE TO : Front Office Manager

Duty Manager

Guest Relation Executive

JOB SUMMARY

Responsible for the sale of rooms through systematic methods of registration and allocation of rooms to Guests and acting as a continuous source of information to Guests during the stay at the hotel

Established Duties Morning Shift

To report on duty punctually wearing the correct uniform, name badge and being well groomed

Read the Log book and hand over book

Print the expected arrivals, in house and vacant rooms reports

Check the room position of the day

Block group or crew rooms if any and announce the same to HKD in coordination with Guest Relation Executive

Check the message in hold/Faxes

Ensure that C Forms are sent to FRRO

Housekeeping discrepancy to be done

A.D register to be filled

Actions and follow up to be noted in the log Book

Make hand over for the next shift

Check on billing discrepancies and inform Duty Manager

Afternoon Shift

To report on duty punctuality wearing the correct uniform , name badge and being well groomed

Read the log book and the hand over book

Print the expected arrivals and the V.I.P movement of the

Check the room position of the day

Block group or crew rooms if any and announce the same to HKD

Housekeeping discrepancy to be done

A.D register to be filled

Actions and follow up to be noted in the log Book

Make hand over for the next shift

Night Shift

To report on duty punctually wearing the correct uniform, name badge and being well groomed

Read the log book and hand over book

Print the expected arrivals, in house Guests and vacant rooms reports

Check the room position of the day

Block group or crew rooms if any and announce the same to HKD

Check the messages in hold

A.D register to be filled

C Form report to be printed

Filling of reg cards to be printed

Remove the reg cards of the DNA s of the day from the reg card rack after date roll and replace it with the reg cards of the arrivals of the next day

Reg cards of the expected VIP s to be handed over to GRE s

Retention s to be charged

Periodical month end filing to be done

Actions and follow up to be noted in the log book

NCR reports to be actioned

Value addition duties

Welcome the Guest

Helping the Guest in registration

Rooming of the Guest or allotment of the room

Escorting the Guest up to the room

Handling of complaints

To handle guests messages and mail

Pre registrations

Ability to anticipate and understand the needs of the Guests

To upsell the next category of rooms while taking reservations or during check in of Guests

To suggests different FB outlets for dining to Guests

To promote Business center facilities to Guests

Maintain cordial relations with all colleagues in department and hotel

Adhere to disciplinary code conduct

Eco Cost control Responsibilities

To follow energy conservation methods

To follow three bin rule religiously for recycling of paper

To follow water conservation methods

To follow and educate eco- methods to other fellow friends and acquaintances

To follow the Ecotel manual