SUMMARY

Attend to guests courteously and deal promptly with their requests and queries. Have Detailed information about the hotel and city. Check on VIP guest movements, complete their pre-registration formalities.

Allocate rooms to all arriving guests after checking the guest preferences. Collect guest feedback forms and do any possible first hand service recovery steps.

KEY RESPONSIBILITIES

• Welcome guests during check-in and giving a fond farewell to guest while checkout.
• Handling guest complaints and concerns in an efficient and timely manner.
• Overseeing VIP guests, arrivals and departures.
• Escorts VIP Guests to their rooms upon arrival, explains the room and hotel facilities and offers them with assistance for the length of their stay.
• Maintains a friendly and caring relationship with the VIP guests during their stay by making a courtesy phone call, providing them with information on the hotel services and local sites of interest, handling their requests such as restaurant reservations and transportation requests.
• Coordinating and multi-tasking job duties in a busy environment.
• Detailed information regarding arrivals and room requirements.
• Have up to date information on daily room occupancy
• Greeting guests as they enter and exit the hotel.
• Co-ordinate with housekeeping for clearing of rooms.
• Collect Guest feedback during guest departure along with his likes and dislikes.
• Maintains high visibility in the lobby and front desk area and provide assistance to our guests in a pro-active way.
• Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all requests received from all guests. Follows up when necessary.
• During peak period, provides help and support to the Front Desk, and Concierge Desk with check-in, check out and handling guest requests.

Experience Needed

• Minimum of 1 year experience as Guest Relations within hospitality environment.
• High school diploma or higher qualification.
• Experience in Opera is beneficial.

Required Skills

Soft skills

Sociable, Friendliness

Customer service

VIP and Loyalty Guest Relations

Optional Skills

Soft skills

Solution Oriented

Values

Integrity, Accountability, Fun, Diversity & Inclusion

Benefits

Staff accommodation, Staff transportation, Learning & development programmes, Hotel restaurant staff rate, Length of service benefits