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
Customer Service
Being attentive to Guests
- Bidding farewell upon departure
- Provides VIPs and SCC members the specials treatment they except.
- First timer treatment
- Updates Guest History files on a regular basis.
- Updating guest preferences
- 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.
- Demonstrate service attributes in accordance with industry expectations and company standards including:
- 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
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
