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Hiring Front Office Manager Guest Service Specialist Lonavala

4.00 to 8.00 Years   Pune   07 Apr, 2020
Machan Resorts LLP
Job LocationPune
EducationNot Mentioned
SalaryRs 2.0 - 5 Lakh/Yr
IndustryHotel / Restaurant
Functional AreaFront Office / Guest Relations
EmploymentTypeFull-time

Job Description

JOB DESCRIPTION - GUEST SERVICE SPECIALISTPOSITION: Guest Service Specialist (GSS)DEPARTMENT: Front OfficeREPORTING TO: The General ManagerREPORTEES: Front Office Staff, Security Staff, appointed MSW, Team Membersallotted for Guest Activities.The Machan Experiences & dutiesPURPOSE: A GSS is a HOD position that is responsible for the implementation of high - quality guest services & experiences and its continuous improvement across all departments.Areas of responsibility of a GSS includes but not limited to, as follows:Front Office Department:

  • Efficient running of the department
  • Well being of the staff.
  • Effective Duty allocations and breaks.
  • Training and process implementation.
  • Reward and repremand.
  • Efficient Check in and Check outs.
  • Take Guest feedback and trip advisor comments. Disseminate the information for effective improvements.
  • To touchbase and maintain professional relationship with all in-house guests.
  • Safety and Security
  • Ensure effective processes are in place for the Safety and Security of all in the property.
  • Ensure the security arrangement in the property is as per the agreement with the vendor.
  • Ensure that the security guards follow all duty requirements during their shifts.
  • Ensure the right fit security guard is provided by the contractor.
  • Guest Activities
  • Innovate, Introduce and implements various guest activities so as to keep the guest engaged all through their stay based on the length of stay.
  • To ensure that the prime activities are prioritized based on the length of stay.
  • To implement tracking methodology that all in-house guest is aware of the available activities in the property.
  • To ensure that the inventory of items used in the activities is maintained and tracked on a daily basis to ensure that they are not lost.
  • To ensure the current activities such as Forest Bathing, Nature Trails, Yoga,
  • Soccer, Table Tennis, Hill Trekking etc. are optimized
Guest Experiences:
  • Innovate, Introduce and implement various experiences that stimulate the emotional quotient of the guest during their life cycle from the stage of arrival to post-departure.
  • Some of the present prime experiences include, but not limited to Bon Fire, Private Dining, Wish Lanterns, Forest Bathing etc. Some of the present experiences include, but not limited to Guest interactions, Welcome Experience, Fond farewell experience, Special Day arrangement in the rooms. To foster a culture of pleasantly surprising and delighting guests across departments by encouraging and training selected team members.
  • Quality of processes implementation and Audits GSS will be responsible to ensure all processes related to Guest Services are implemented and Audited. The Audited result is shared with the concerned departmental head and an action plan is tracked until the process is fully improved.
Interested Candidates kindly contact hr@themachan.com or 8369864184

Keyskills :
guestrelations frontoffice guestservice gss od grs

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