Assistant Manager - Guest Service Job at Fairmont Grand Del Mar (Mumbai)

Job Description

Position Overview: Responsible for maintaining high quality of guest services primarily in the areas of arrivals, departures, rooming, food & services and special needs and enquiries that guests may have during their stay. Responsible for optimizing hotel occupancy, room rate, handling guest complaints professionally and effectively. To assist the Guest Service Manager to operate a highly proficient and productive guest services of the hotel. Responsible for sales according to hotel task.

Job Responsibility

Maintain high quality of guest services primarily in the areas of arrivals, departures, rooming, food & services and special needs and enquiries that guests may have during their stay
Optimize hotel occupancy, room rate, handling guest complaints professionally and effectively
Assist the Guest Service Manager to operate a highly proficient and productive guest services of the hotel
Responsible for sales according to hotel task
Must have a thorough working knowledge of the operations to include the front desk, reception/cashiering procedures, reservations and outlet services
Must have strong understanding of the functions of each department of the hotel, physical layouts of the hotel facilities, the key personnel and their roles, daily functions and special events, and conventions and groups currently in the house and due to arrive
Assist in conducting training for all Guest Service team
Assist Guest Service Manager in formulating new procedures and directives in order to continue improve the Department
Assist the Guest Service Manager in establishing on-going On Job Training Programs within the department
Induct new staff into the team, department and Hotel in the first week of their employment following guidelines
Ensure that all staff under your control carries out their duties
Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on
Log and inform Guest Service Manager of any system problems
Suggest any improvements that could be made to improve existing systems and procedures
Follow policies and procedures outlined in the Departmental Service Standards / Procedures Manual
Complete all duties, and ensure a concise hand over
Use safe manual handling techniques, practice safe work habits, wear protective clothing provided where necessary and take a consultative role in assisting and maintaining a clean, tidy work area and a healthy and safe working environment
Maintain procedures to minimize our impact on the environment and prevent pollution
Report any health or safety hazards, faults, repairs, cleaning needs and accidents to your Manager
Ensure all equipment is kept in good working order and used only for the purpose for which it was intended
Report all broken or damaged departmental equipment to your Manager
Contribute to cost control through energy conservation, correct storage of all materials and use of equipment per operating standards and manufacturer’s specifications
Be fully conversant with departmental fire and evacuation procedures
Provide efficient, friendly and professional service to all guests
Lead by example when attending to guest requests
Show efficiency in constantly striving to provide Total Customer Satisfaction
Take initiative to ensure that interactions with our customers (internal or external) are positive and productive
call your Manager if difficulties arise
Work together with trust so that colleagues and management meet the goals of the department/Hotel
Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency
Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel
Take responsibility to ensure all required tasks are completed accurately and within given time frames
Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required
Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimization
Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals
Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company
Any other reasonable request within your range of competence as required by your Hotel Management

Requirements

Graduate in Hotel Management / Hospitality Management (preferred)
Any graduate with relevant hotel experience may also be considered
3–5 years in Front Office / Guest Services
At least 1–2 years in a supervisory role (Team Leader / Supervisor)
Experience in mid-scale or branded hotels (Accor preferred)
Knowledge of PMS (Opera / or similar systems)
Understanding of check-in/check-out procedures, reservations, billing
Familiarity with guest handling, complaint resolution, and upselling
Strong guest engagement & service excellence mindset
Ability to handle escalations and difficult situations
Good understanding of hotel operations & coordination with departments
Excellent communication & interpersonal skills
Leadership & team management
Problem-solving & decision-making
Presentable personality & professional grooming
Willingness to work in rotational shifts
Basic knowledge of reports, audits, and SOP compliance

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Assistant Manager - Guest Service

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