Host-Guest Relation

Operational

·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 DelhiStandards of Performance.

·To check all due out folio’s 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.

·To ensure all Guest’s, including VIP guests are personally met and escorted to their respective Suites / Rooms by a member of the Guest Relations/ Management team.

·To liaise with all departments related to the Guest Relations daily operation.

·To have a thorough understanding and knowledge of all Rooms related service and product and up sell alternatives.

·To handle VIPs and guests enquiries in a courteous and efficient manner and report guest complaints or problems.

·To establish a rapport with all guests by maintaining good relationship.

·To ensure guest registration cards, back up vouchers and documents are filed accurately and according to the standards required.

·To monitor all arriving VIPs through guest arrival list ensuring that all rates, vouchers required and credit requirements are followed up.

·To undergo training on the correct e-mailing techniques and etiquette when replying to colleagues and guests.

·To ensure that all room rates, guest data is correctly posted into the hotel property management system.

·To identify and correct any errors on the guests profile or with the reservation.

·To ensure that all room discrepancy are check and follow-up.

·To ensure that guest history is maintained accurately and up-to-date.

·To assist in planning and organizing special events, large group and festive promotions within the department.

·To carry out any other reasonable duties and responsibilities as assigned.

Administration

·To update the Daily Log Book.

·To submit all guest / staff incident reports.

·To report “Lost and Found” items.

People

·To ensure that every staff provides a courteous and professional service at all times.

·To attend behavioral and vocational training in own and related work areas to enhance skills and develop multi-functionality.

·To attend regular on-the-job and classroom training in new Front Office techniques and systems.

·To share knowledge and skills with other colleagues.

·To attend classes on etiquette and guest handling.

Housekeeping and Engineering

·To ensure that the work place is kept clean and organized, both at the front and back of house as well as public areas.

·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.

·To monitor and ensure that rooms are ready for all VIP arrivals. (coordinate with Room Service, Housekeeping and Engineering)

Other duties

·To understand and strictly adhere to the Rules and Regulations established in the Staff Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.

·To maintain a high standard of personal appearance and hygiene at all times.

·To maintain a good rapport and working relationship with staff in the work place and all other departments.

·To attend and contribute to all departmental staff meetings, trainings and other related activities.

·To liaise with housekeeping and all other VIP Team operations-related departments.

·To ensure that Guests’ profile notes comments and preferences are updated.

·To handle and follow up on all VIP complaints.

·To undertake any reasonable tasks and secondary dut