Stay Bird LLP

Pune, Maharashtra

Customer serviceGreeting customers, providing exceptional service, and answering questions about the menu Taking ordersTaking food and drink orders accurately, either by writing them down, entering them into a tablet, or memorizing them Serving food and drinksDelivering food from the kitchen to the table, ensuring the order is correct, and serving it to the customer

Job DescriptionLeads and manages all day-to-day activities related to the sales function with a focus on building long-term, value-based customer relationships that enable achievement of property sales objectives. Achieves personal booking goals and makes recommendations on booking goals of direct reports.Supporting Developing & Executing Sales Strategies Works with sales leader to ensure understanding of sales strategy and effective implementation of this strategy for the segment. Works with management team to create and implement a sales plan addressing revenue, customers and the market for the segment led by the DOS. Assists with the development and implementation of promotions, both internal and external.Maximizing Revenue Provides positive and aggressive leadership to ensure maximum revenue potential (e.g., sets example with personal booking goals). Recommends booking goals for sales team members.Managing Sales Activities Monitors all day to day activities of direct reports. Approves space release for catering to maximize revenue (DOS, Group) in the absence of a Business Evaluation Manager. Participates in sales calls with members of sales team to acquire new business and/or close on business. Executes and supports the operational aspects of business booked (e.g., generating proposal, writing contract, customer correspondence).Analyzing & Reporting on Sales and Financial Data Analyzes market information by using sales systems and implements strategy to achieve propertys financial room and catering goals. Assists Revenue Management with completing accurate six period projections. Reviews sales and catering guest satisfaction results to identify areas of improvement.Ensuring Exceptional Customer Service Displays leadership in guest hospitality, exemplifies customer service and creates a positive example for guest relations. Interacts with guests to obtain feedback on product quality and service levels.

Education and Experience 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 6 years mixed management experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.OR 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 4 years mixed management experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.CORE WORK ACTIVITIESManaging Property Operations and Department Budgets Ensure service programs are in place and executed against (e.g., Refreshing Service). Provide timely, real-time feedback to management and hourly/non-management associates on service and operational standards; including feedback on even the smallest of service and operational details. Review and follow-up on property Guest Service Satisfaction (GSS) scores and comments. Create and support clear lines of responsibility for management team, including coverage and oversight throughout the day. Walk the property to ensure public spaces, grounds, work and kitchen areas meet sanitation and cleanliness/maintenance standards. Inspect guest rooms on a weekly basis to ensure cleanliness/maintenance. Manage the flow of labor between departments to support effective management of Labor Budget and achievement of profitability goals. Act as a project manager for the execution of capital improvements (e.g., renovations, reinventions, refreshes, signage, etc.). Delegate responsibilities for operations and projects to appropriate level of associate. Prepare for Quality Assurance (QA) audits (i.e., daily and pre-visit activities). Encourage all departments to operate under Standard Operating Procedures (SOP) or Local SOPs (LSOP) and make sure they are up to date. Actively participate in GSS committee

Reservation ExecutiveJob DescriptionOversee accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual.Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties

Housekeeping ExecutiveJob DescriptionInspect guest rooms, public areas, pool, etc. after being cleaned by Housekeeper to ensure quality standards. Run sold room reports, verify room status, determine discrepant rooms, prioritize room cleaning, and update status of departing guest rooms. Assist Housekeeping management in managing daily activities. Act as a liaison to coordinate the efforts of Housekeeping, Engineering, Front Office, and Laundry. Document and resolve issues with discrepant rooms with the Front Desk. Prepare, distribute, and communicate changes in room assignments. Communicate issues to next shift. Complete required paperwork.Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees. Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications. Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Move, lift, carry, and place objects weighing less than or equal to 55 pounds without assistance and in excess of 55 pounds with assistance. Ability to push and pull a loaded housekeeping cart and other work-related machinery over sloping and uneven surfaces. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Stand, sit, kneel, or walk for an extended period across an entire work shift. Grasp, turn,