Director of Guest Services @ Ibis Mumbai BKC

Company DescriptionJoin us at Accor, where life pulses with passion!As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.Hospitality is a work of heart,Join us and become a Heartist.

Job DescriptionOperationalEnsure the Guest Service operates successfully and is individually profitable in accordance with the standard of the hotel.Ensure that all rooms are pre-blocked according to arrival time and housekeeping is informed.Work closely with Housekeeping and Engineering Department to ensure that rooms are blocked accordingly for maintenance.Ensure strict control of room keys for guests and other departments.Conduct frequent and thorough inspections together with the Housekeeping Manager.Maximize room sales and revenues for the hotel.Guest ServiceEstablish rapport with guests maintaining good customer relationships and handle all guest complaints, requests and inquiries.Personally and frequently verify that guest’s check-in/out is receiving the best possible service in line with Accor’s standards.Schedule oneself to be on the front during peak operation hours, checking on standards of services and cleanliness.Greet and assist at the check-in of guests.Ensure a speedy telephone and message service at all times for guests.Maintain an up-to-date awareness of current promotions, policy changes and memorandums.People ManagementRecruit, select and develop Guest Service employees to work following the operational, financial, and administrative philosophies willing to become multi-skilled and perform multi-tasks.Through hands-on management, supervise closely all Guest Service employees in the performance of their duties in accordance with policies and procedures and applicable laws.Delegate appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained.Instill the Training philosophies of the company and work closely with the T&C Manager developing Departmental Trainers, ensuring that all Assistant Managers and Associates take an active role in the training and development.

QualificationsBHM or any equivalent degree in a similar field.2-3 years of experience as Operation Manager/RDM or 4 to 5 years as FOM.Pre-opening experience will be an added advantage.

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