Job Description

Guest Relation Executive:

1. Marketing and guest relation Activity involved in planning & implementation of front office

department To keep abreast market trends To act on guest complaints shares of the rooms & be the leader among

all the competitive hotels Builds rapport with guest Actively involved in marketing of the hotel rooms To put together marketing plan for hotel with actively schedule and

implementation deadlines Carry out market survey and prepare a comparative analysis of

competition. To maintain DOB and Anniversary for all the guest. Prepare a list on

monthly basis & send them greetings & cake.2. Product

To minimize wastage To train to maintain quality of front office staff ( according to

standard ) To co-ordinate with Housekeeping department to maintain cleanliness

of rooms and public area. Emphasis quality enhancement in terms of maintenance of hotel Constantly strive towards innovation in terms of service To standardize all the prizing of the rooms laundry and other related

items Work with engineering for preventive maintenance of equipment

3. Staff Related To formulate duty roster Conduct daily Briefings & monthly meeting Staff grievance to Be addressed through counseling & motivational

techniques Work towards increasing the profitability of the department Actively involved in staff training in terms of operational & job

knowledge Conduct effective appraisals of staff Build rapport & co-ordinate effectively with other department Relieves the staff for their meal Allocate duties of the break shift staff for lunch.

4. Financial

To prepare budget in conjunction with Front office department Prepare the monthly managers report Implement effective planning for the operations Reviews the income & expenditure statement & action accordingly To co-ordinate & complete any other job / task assigned Competencies of the department head

He should know

System & procedure Guest feed back analysis Occupancy trends – lean / peak seasons Productivity of individual staff members Performance appraisal system. Performance standards at all level within the department Work loads / work habits Productivity standards Sanction budget Variance from the budget Target market Existing database Market trends Competitor database Product knowledge Budgeting procedure Capital Budget Par stock level Value and vision of the company Preventive maintenance schedule Complaint handling procedure He takes the cashier report and ensure that cash deposited by

cashier is equal to the cash statement for the day in his ID. He should also ensure that the cash float in the station cupboard is equal as approved.

After closing all accounts. He should settle all the credit card pending in EDC Machine to get zero balance of amount due.

He should seal all cash collected during day and hand it over to the auditor / authorized person with all the credit card settlement copies.

Takes briefing & the attendance of the staff the briefing includes the grooming of the staff, sale (budget & actual) for the day, month & year, observation of the supervisors & managers. Complaints & compliments. Service / operation style and changes to be introduce if any. Reservation for the day.

He allocates the duties of the staff.

If there are any reservation for day make arrangement for the same

SOP for Guest relation Assistant

Report on duty Take the briefing in presence of outlet manager & the attendance of the staff the

briefing includes the grooming of the staff, sale (budget & actual) for the day, month & year, observation of the supervisors & managers. Complaints & compliments. Service / operation style and changes to be introduce if any. Reservation for the day. No shows and cancellations for the day

Reservation for the day, make arrangement for the same Ensure all guests are settled in the rooms and acknowledge properly. To ensure all guest requests are attended to promptly. He should ensure adherence to service & cleanliness procedure. He should oversee the requisition for the department. Meet guest take feed back, and handle complaints that the guest may have. Check all light & computer fixture on station are working.

He should know Guest profile SOP Guest recognition Hygiene standard Various operating supplies Par stock level Requisition procedure Work habits Anticipated turn over Guest preference Proper billing procedure Inventory procedure Software Meal plans Grooming standards Evacuation procedure First aid techniques

Be aware about emergency & safety procedures Fire Fighting :- equipment in the department & their usage fire exit route Fire related precaution & direction Fire fighting team members and communication procedures Hotel fire fighting policies & its implication. Should be aware of the basic rules & regulations to be followed while

traveling in the hotel elevators. Should have basic knowledge of first aid procedure. Availability of medicines in the hotel.

Doctor available & on call with phone numbers. All important telephone numbers pertaining emergency.

Abide by company policies and procedure

HRD manual on standard rules & hotel polices Have an aptitude for guest recognition Telephone etiquette Be aware of facilities in the hotel.

Fitness center Timing Facility Available :- Instructor name Open for residence / non residence

Business Center Timing Facility Available :-

Rooms Type of rooms with tariff No of rooms Location of room on the floor In room facilities Mini bar Room service Laundry Bell desk House keeping facilities

Reservation procedure Pick up the phone within 3 rings Greet the guest as per the time of the day Note down all details pertaining to booking on the reservation diary neatly. Name / Company time of arrival No of pax contact no

any specific request if any. Repeat the information. Thank the guest & keep the phone down gently. After receiving the booking he / she block the room & write their room

number on the register. Incase of any specific request like pickup and drop he / she informs manager.

SOP For Bell Boys

Bell Boys report for the shift 10 min before reporting time Goes through communicator & information board. Report to Guest Relation Assistant & checks his opening duties

1. Opening Duties Take a list of all the occupied rooms, expected checkouts and

expected arrivals Sets up self for service. Taken care off dusting and cleaning ness of the Lobby area. When the Guest Comes open the door with smiling on his face. Take the luggage of the guest out from his vehicle on the time of

check in and put luggage tags on it. Take the luggage of the guest carefully and put it in the allotted

room

Competence of a Guest Relation assistant

He should know To have complete knowledge of equipments installed to aid efficient service.

Software Complete knowledge of the following in the software

1. Punch orders.2. Raised & settle guest checks.3. To take out sales report.4. Check Inn and Check out5. To settle guest checks.6. To split, settle & allocate Bills.7. To change paper in the printer.

EDC1. To operate EDC machine & process guest credit card.2. to add tips in EDC machine 3. to have knowledge of void settlements or make changes in EDC

Music system1. Operate the music system, amplifier & channel music.2. Change CD’s in the system.3. To change from music system to channel music.4. To rectify small faults.

Other Jobs Regular inventories taken to ensure adequate support & identity need for issue of

fresh stock To ensure proper upkeep of equipments. To be alert at all given time & identify guest dissatisfaction. Extremely caution & positive attitude require handling complaints skill fully. Strictly follow the laid down rules of communication & inform superiors of the

complaint if any. Mark at the reservation dissatisfaction by the guest. Share the events pertaining to specific guest where any negative feedback is

received with the staff during the briefing. Attached the complaint redressal format. To retain guest preference and develop guest recognition. To work in tendem with guest profile and preference as maintain by superiors or

guest himself. To work towards personalized service keeping individual needs in mind. To remember guest preferences and share with colleagues and superiors also

assist guest relation executive in lodging the details and work towards developing guest history.

To remember regular guest and develop recognition and greet them by name on subsequent visit.

Maintain efficient feedback and communication channel. .To work towards customer delights and dazzles the guest with the standard

service.

To work towards maintaining hygiene and safe environment Regular crumbing of the table to be carried out.

Back areas to be maintained with co ordination with House keeping department. All electrical gadgets to be handled with care and as per operating manuals. Spillage on carpet or floor to be prevented. Personal hygiene to be followed. Pest control to be done in co ordination with house keeping at regular intervals. Co ordinate with housekeeping to maintain hygiene quality of the rooms by

regular cleaning.

Maintain high level of hygiene Staff should always follow the following Keeps short hair with locks not exceeding two inches Bathe daily and keep free of body order. Should shave daily and keep small moustaches. Nails should be clean and trimmed. Hands should be always clean.

Uniform to be clean and well maintained. Shoes to be well polished and maintain. No foul smell from mouth. Use light perfumes and deodorant. No fancy jewelry to be worn. Should not keep anything except service gear in pocket. Should not be suffering from any contagious disease. Should get oneself regular medically checked and inculcated as per food handlers

rules of the state. In addition to the above he should always follow the hotels manual on hygiene

and grooming.

Sequence of service

The guest approaches entrance

The Guest relation assistant sees the number of persons and keeps the tariff ready.

He/She greets the guests according to the time of the day.

Show the Tariff

Ask preference for the category of room.

Escorts the guest for rooming and on way to room brief the guest for other hotel facilities. .

Ask the bell boy to take the luggage of guest from the vehicle.

Give GRC (Guest registration card) to the guest and take check in with all formalities.

Inform all the departments about the check in.

Settle the bill

Give the guest copy to the guest.

Help the guest from his seat.

Thank the guest.

Bill is settled according to the procedure discussed letter.

Billing procedureThe entire billing system is computerized. Whenever the guest relation assistant make the check out. The check is kept open in the computer so that in case pending bill of the guest can be added.After everything is served checks printout is taken out by the pressing key print bill.Pos system has many facilities in it like split bill and all types of settlements.Only managers / assist managers have the authority to void the check in.

In case of cash settlementIf guest has given cash for settling his bill, the amount is deposited in the cash box. And the excess is given back to the guest in the folder.If the guest leaves some cash on the table, it is treated as gravity and it is put in the gratuity box it is entered in the gratuity copy with amount of money.

In case of credit card settlementIf guest gives the credit card for settlement, it is swiped in the EDC machine and then the total bill amount is feeded in the machine. After the approval copy is printed it is given to the guest for signature.After the guest signs the copy, the guest credit card imprint taken on the bill and one copy attached with bill. Then the bill is settled in the system by cashier.Finally the guest bill copy of the credit card approval is given to the guest.The other copy is kept in the cash draw. Which is letter send to auditor at the end of the shift. In case the guest point gratuity in the credit card copy. It is adjusted in the EDC machine and in system.

Incase of settlement in city ledger/accountIn case the guest wants to settle the amount in the bill to his account, the supervisor has to ensure that the guest is on credit limit of the hotel.In case of frequent guests the name of the guest is written on the bill with prior approval from superiors.

Incase of settlement to the roomThe check is presented to the guest and if guest signs it and write the room no the check is settle in the guest folio.

.

Reports

Duty roster

A duty roster covering one weak/month is prepared by department head. The roster covers all department staff specifying their weekly offs. Other holiday if any and their shift timing on each day in the period covered by the roster. The duty roaster is prominently displayed at least 24 hrs prior to its commencement in the outlet.

Leave plannerAll staffs are entitled to and are expected to avail their privilege leave entitled every year. To ensure that each member of the department is given leave appropriately the procedure for planning privilege leave is designed.A leave planner is made by manager which facilitates him to every distribute privilege leaves of the staff all around the year. Most of the leaves are given during the off seasons of the year so that at no point of time there is improper staffing.

Manager’s monthly reportThe manager prepares a monthly report which is nothing but an overview of the outlet performance during the last month. It details the following

Actual revenue for the month. Budgeted revenue for the month Total number of salable rooms Total occupied rooms. Percentage occupancy

Project analysisThe manager does project analysis, which gives more accurate expected revenue for the next month. It details the following.

Room revenue of the day Average room revenue Total occupied rooms

General responsibility Personal cleanliness hygiene and grooming

Since the staff comes directly in contact with hotel guests, it is important that all persons take utmost care about their personal cleanliness hygiene and grooming.All staff must ensure that they bath regularly and properly in conventional styles. Excessively long or short hair is not permissible. Mustaches must be trimmed neatly. Beards are not allowed except Sikh personal.Female staff must not wear excessive make up, perfumes or other cosmetics.Hair should be worn in conventional, neat and simple stylesAll staff must project through their appearance and behaviors an air or dignified efficiency and service at all times.All supervisory staffs are responsible for ensuring that their subordinates are properly turned out at all times and are authorized to ask any subordinates to take necessary action to improve his or her appearance.

Maintain and upkeep

To ensure that guest is given excellent service in keeping with the standard expected from the hotel, equipment in the charge of restaurant must be kept in an efficient and effective state of operation at all times.Although the engineering and maintenance department may repair equipment, it is responsibility of the user to ensure that it is properly used. Carved for and kept in a proper state of repair.

Quality controlsStaff is expected to ensure that the quality standards as set by the hotel are met at all time. The following steps are taken by the staff for the same.Guest is received at the entrance by the guest relation executive /assistant. Training of front office staff is given on communication skills.

Formats

Log bookA log book is kept on reception as hand over procedure. Any information relating to service or other aspects of the operation are recorded in this book guest comments relating to the operation, quality of food and service are also recorded with any other unusual incidents. It should be completed by each shift in charge.

Reservation registerThe receptionist during each session uses this register in this the guest relation assistant/executive should write the following detailsIn case of any reservation, the hostess takes the following details from the guest.

The name of guest Number of guest expected Time of arrival. Telephone number of the guest. Any specific requirement Write the room number allotted. All the messages are also written in the same register. The rooms count for the day and the house count are also entered in the

register.

Attendance register The attendance register is filled up by the department head daily to mark the

attendance of all the staff. This register also details the information about all staff members including

their telephone number, address, and their weekly offs.

Handling complaint

At no time is a receptionist to dispute a guests judgment about the test or the wholesomeness of an item and is case of any complaints he / she should immediately apologize to the guest complaints should be handled with cool mind..