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30th August 2015, 04:37 PM
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| Re: GRE Duties and Responsibilities
As you want to know about Duties and Responsibilities of Guest Relation Executive (GRE) so I am providing you detail about it. Duties and Responsibilities of GRE: Welcome guests during check-in and giving a found farewell to guest while checkout. Handling guest complaints and concerns in an efficient and timely manner. Overseeing VIP guests, arrivals and departures. Coordinating and multi-tasking job duties in a busy environment. Should possess detailed information about the Hotel, city as well as the competition. Detailed information regarding arrivals and room requirements. Have up to date information on daily room occupancy Providing excellent customer service as per hotel standards. Greeting guests as they enter and exit the hotel. Providing information regarding the Hotel, town attractions, activities etc. Check on VIP reservations, complete their pre-registration formalities. Allocate rooms to all arriving guests. Maintain up-to date information on room rates, current promotions, offers and packages Maintain all guest folios in the manner instructed and type out necessary guest likes and dislikes to the appropriate fields on the profile. Co-ordinate with housekeeping for clearing of rooms. Collect Guest feedback during guest departure along with his likes and dislikes. Perform basic cashier activities as and when required. Maintain guest lockers for safe custody. Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest. Give proper and complete handover to the next shift Should be able to handle all guests without bias or prejudice. Follow the house rules and policies laid down by the management. Adhere to strict staff grooming and hygiene standards. Consciously and continuously strive to better his/ her skills and increase his/ her knowledge. Good command of the English language is essential, both written and verbal Must possess strong organization time management skills, attention to detail. Must be guest service focused and a team player. Positive attitude and outgoing personality is essential. Must be able to work shifts - days, evenings, weekends and holidays. Ability to relate well to Hotel guests and employees. Professional in demeanor and presentation. Personable, enthusiastic, self-motivated and able to work independently. Observant, discriminating and detail-oriented Ability to understand and carry out oral and written instructions and request clarification when needed. Strong interpersonal and organizational skills. Able to work morning, evening, weekend, holiday, and overnight shifts General Management Responsibilities: Responsible for smooth functioning in their designated ward and/or working area Ensure that the day to day report of his/her floor/area must reach GM Operations Should be updated about the required information on availability of consultants on a day to day basis Be a bridge between the clinical and administration in all matters and maintains transparency in all dealing and execution Regular Liaison with Consultants for non-medical issues Escalate unresolved problems and issues to General Manager - Operations Coordinate & communicate with other Secretarial staff in his/her ward/working area Proposing initiatives for improving the efficiency of the ward and enhancement of operations function Human Resources Related Responsibilities: Check whether all the staff in his/her working area has reported on their respective duties. If not, contact their respective supervisors and ask for replacements, Inform Section Head and Floor Manager (Staff like Nurses, PCA, Security, and Housekeeping Services etc.) Patient Care Responsibilities: Be a link between the patients and patient’s attendants and the hospital Ensure all new admission patients are attended promptly by the consultant (benchmark is maximum 30 minutes) and the medication to the patient is given immediately Ensure Meals to Patient are served on time, contact Kitchen Services in case of delays. in case of ICU Patients, ensure the nursing staff assists in feeding the patients Communicate to the Front office staff to arrange the Ambulance for the transportation of respective patients whenever required Be informed about the patient’s personal details and medical history. Follow track of treatments given to the patient Arrange for required medicines for the Patients from IPD Pharmacy for Inpatients and OPD Pharmacy for patients visiting OPD (Benchmark is 10 minutes). Communicate updates of the patients to their relatives from time to time Ensure that the patients / attendants are kept comfortable at all times and ensure their requirements are met as laid down in hospital rules Keep informing attendants about the bill status of respective patients on day to day basis Direct patients opting for treatments on special packages to the designated area/block or in the right category of rooms as required by them JOB DESCRIPTION: Billing Responsibilities: Understand Medipro System for carrying out billing jobs. Prepare bills by entering all lab orders, medications, and services given to patients in the ward. Carrying out the Registration Process and generating UHID Cards for patients (This is not applicable to IPD GRE’s). Familarize operating the barcoding machine for billing purposes Liaison with the Billing department to ensure the entries of all the diagnosis, medication and services done for the respective patients List down consultants visiting the ward and patients and update records of patients with consultant visits with different categories of consultants (specialist, super specialist) Monitor bed side procedures carried out for each patient and ensure that charges of the same are billed Ensure that the patient’s relative/attendant pays the bill on a day to day basis and escalate to Billing Department or General Manager – Operations in case of non payment Ensure that all the entries have been entered in the final bill card before discharge of the respective patient. The same must be cross examined with the billing staff Proactively ensure that the discharge summaries of Patients are made by Consultants Ensure that there are no delays or waiting periods during discharge of patients (benchmark is 30 minutes) Housekeeping and Maintenance Responsibilities: Should take regular rounds of the entire ward/area designated and check the following: Sponging of all the patients is done in a timely and efficient manner Linen of the beds are changed Cleaning of the rooms and cubicles is done Check the furniture and fixtures are kept in the right manner, so that the patient is comfortable and ensure that they are clean and in working condition Check the rest rooms (toilets) and ensure that all materials like towels, tissue rolls, liquid soaps are available Check the glass doors, windows and ensure they are spotless clean Ensure that the work station is kept neat and tidy at all times and has the required stationeries Follow up with Maintenance Department, Housekeeping and Security for services required. Escalate issues to General Manager – Operations for unresolved matters Materials & Store Management Keep records of the linen & scrub at the start of the day and end of the day so that adequate no. of linen & scrub are available at all the times for smooth functioning of the ward Keep complete track of all the stock items for his/her respective ward/area Ensure unused medicines are returned to the pharmacy in case of discharge of the patients Academic & Professional Qualifications: Candidates must be Graduate / Graduate + 1 Year Diploma (Hospital Management, Hotel Management), Customer Service Course (preferable) Preferred Competencies: Punctuality Should be flexible with working hours, shift duties, double shifts Time Management Customer Orientation Good Interpersonal and Communication Skills Good IT Skills Duties and Responsibilities of GRE:    |