Guest Service Associate
Job Description
Title: Guest Service Associate
Company Name: Renaissance Dhaka Gulshan Hotel RDGH
Vacancy: 3
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ Diploma in Hotel Management
Experience Requirements:
∎ 1 to 3 year(s)
Job Responsibilities:
∎ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
∎ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
∎ Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
∎ Address guests' service needs in a professional, positive, and timely manner.
∎ Thank guests with genuine appreciation and provide a fond farewell.
∎ Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
∎ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
∎ Assist other employees to ensure proper coverage and prompt guest service.
∎ Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
∎ Speak to guests and co-workers using clear, appropriate and professional language.
∎ Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
∎ Provide assistance to coworkers, ensuring they understand their tasks.
∎ Talk with and listen to other employees to effectively exchange information.
∎ Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
∎ Activate room keys using electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
∎ Ensure rates match market codes and that any exceptions are documented and include an explanation.
∎ Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
∎ Process all guest check-ins by confirming reservations in computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
∎ Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
∎ Accommodate requests for room changes when possible.
∎ Communicate to appropriate staff that there are guests that are waiting for an available room.
∎ Verify and adjust billing for guests.
∎ Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
∎ Assign room according to guest request and preferences whenever possible.
∎ Ask for and enter Marriott Rewards information (e.g., number, name, address) when taking reservation or checking guest in.
∎ Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
∎ Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
∎ Clear departures in computer system to document that rooms are no longer occupied.
Additional Requirements:
∎ Age 25 to 30 years
∎ Well-groomed and can do attitude
∎ Strong organizational and team management skills
∎ Fluent in English communication both in written and spoken
∎ Excellent organizational, team building, and time management skills
Salary: Negotiable
Compensation & Other Benefits:
∎ Mobile bill
∎ Lunch Facilities: Full Subsidize
∎ Salary Review: Yearly
∎ Festival Bonus: 2
∎ Attractive Service Charge benefit
∎ Compensatory Duty Meal
∎ Bereavement Leave & Others as per Law
∎ Group Insurance Coverage
∎ Uniform & Complimentary Laundry Facility
∎ Extensive Take Care Activities
∎ Engaging Work Environment
∎ In-house Doctor Support
∎ Comprehensive Learning & Development Program
∎ Career Advancement
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 26 Apr 2023
Company Information:
∎ 28 Mar 2023
∎ Renaissance Dhaka Gulshan Hotel RDGH
∎ Address : 78 Gulshan Avenue, Gulshan-1, Dhaka -1212
Category: Hospitality/ Travel/ Tourism
:
Deadline Expired on 26th Apr 2023
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