Guest Relation Agent

Key Responsibilities

• Enhances personal recognition and prompt attentions to guests from their arrivals through their departure.

• Checking guest profile

• Preparing guest registration card

• Calling guest by name

• Escorting the guest to his room upon arrival.

• Calling guest during his stay

• Bidding farewell upon departure

• • Provides VIPs and SCC members the specials treatment they except.
• • V 1 level
• • V 2 level
• • V3 level
• • V4 level
• • SCCs treatment
• • SCCe treatment
• • SCCa treatment
• • First timer treatment
  • Updates Guest History files on a regular basis.
  • • Updating guest preferences
  • • Updating guest profile
  • • Updating VIP levels

  • • Updating guest remarks(GSS)

    • • Reviews next day’s arrivals for unsuspected VIPs

    • • Checking next day arrivals for unexpected VIPs

      • Prepares and supervises the distribution of guest amenities, welcome letters and fruit baskets.

      • Preparing SCC welcome letter

      • Preparing first timers welcome letter

      • Preparing club floor welcome letter

      • Preparing pull out form

      • Escorts SCCMs and VIPs to their allocated rooms.

      • Escorting SCC members

      • Escorting first timers

      • Escorting top VIPs

      • Plans for unexpected VIP arrivals

      • Preparing amenities for unexpected VIP arrivals

      • Attends to guest’s need, queries and requests promptly.

      • Attends to guest need

      • Attends to guest queries

      • Promotes hotel facilities whenever possible.

      • Handles guest complaints immediately and follows up on action thoroughly

    • Assists in compiling and analyzing departmental expenditures.

      • Reports daily activities in logbook.

      • Reporting in log book

      • GR check list

      • Inspects amenities set up in guestrooms.

      • Checks guest room

      • Abides set standards of conduct, dress, appearance and posture.

      • Maintains effective employee relations within the Guest Relations Department.

      • Complies with hotel’s Health, Safety & Hygiene policy.

      • Complies with hotel health

      • Complies with hotel safety

      • Complies with hotel hygiene

      • Performs related duties and special projects as assigned.

      Customer Service

      • Demonstrate service attributes in accordance with industry expectations and company standards including:

      Being attentive to Guests

      • Accurately and promptly fulfilling Guests requests

      • Anticipate Guests needs

      • Maintain a high level of knowledge which affects the Guest experience

      • Demonstrating a ‘service’ attitude

      • Taking appropriate action to resolve guest complaints

      General

      • Comply with the Company’s Corporate Code of Conduct

      • Familiarize yourself with the company values and model desired behaviours

      • Perform tasks as directed by the Manager in pursuit of the achievement of business goals