About this role
Prime Function:
Responsible for handling guests’ luggage & greeting the guests as per guidelines & standard phrases.Perform all other assigned duties, and adhere to hotel’s standards of performance, appearance, and conduct.Responsible for providing courteous and competent services to the guests.Any matter which may effect the interests of Grand Mercure Bengaluru Gopalan Mall should be brought to the attention of the Management.Key Responsibilities:
People Management
Effectively communicate any problem, challenges, complaints / feedback immediately to the duty manager & other team members.Provide effective support to the team to enable them to provide a range of effective and efficient services.Respond to guest’s queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.
Financial Management
Identify optimal, cost effective use of the resources.Operational Management
Ensure to possess complete and thorough product knowledge of the hotel, their and the scope of services of the hotel provides.Ensure to handle the luggage in a courteous and efficient manner.Responsible for the timely and efficient delivery of services to the guests ensuring the highest standards of presentation at all times.Responsible and accountable for the correct, prompt and efficient handling and delivery of all guest messages and other items to guest rooms.Ensure that all guest queries, inquiries and requests are attended to in a helpful, professional yet warm and friendly manner.Possess knowledge of the Fire and Emergency procedures of the hotel.Responsible and accountable for the loading and unloading of guest luggage from guest cars.Accept and monitor luggage for safekeeping or storage in the office according to established procedures.Responsible for transferring luggage to and from guests rooms, parking area and assisting guests as necessary in a friendly, professional and efficient manner.Ensure to convey a sense of the guest's importance and project a professional environment which reflects Grand Mercure Bengaluru at Gopalan Mall commitment to customer service. Diploma or degree in Hotel Management / Hospitality
Good communication skills in English and Hindi; local language is an advantage
Well-groomed, physically fit, polite, and willing to work in shifts