Guest Relation Executive

Female Candidates can apply

1. Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time

2. Resolve guests complaints / requests and liaise with the department concerned to ensure immediately follow up

3. Handle issuance of guest room key cards and ensure effective control for guest security.
Ensure that all messages, mails and packages are delivered to the guest room.
Assist at the Business centre, as and when required.

4. Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.

5. Maintain continuous contact with hotel guest to ensure that any problem or complain are handled efficiently and courteously.

6. Follow up with Bell desk regards shuttle Bus services, etc.

7. Daily courteous calls to VIP rooms, so too with other guests.

8. Report any unusual occurrences.

9. Ensure the cleanliness and neatness of front office area.

10. Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day Check Hotel situation, occupancy, functions, groups, VIPs.

11. Re announce VIP rooms to Housekeeping and F&B departments.

12. Check if all departure details for the day have been taken, as well as for the next day.
Closely monitor guest comments on online channels and social media and respond to guest comments.

13. Ensure the hotel’s online ratings externally on Trip Advisor, Booking.com, Agoda, Expedia, etc. & internally on Market Matrix are improved constantly by preparing and implementing necessary action plans to reduce negative guest comments.

14. Come up with innovative ideas for guest recovery.

15. Speak to in-house guests and record list of happy guests staying in the hotel and encourage them to give positive reviews upon their return.

16. To arrange for bouquets, cake and cards in case of guest’s anniversary and birthdays.
Check VIP rooms after amenities are placed.

17. File daily guest relations report and documents systematically.

18. At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.

19. Assumes responsibility of Duty Manager when scheduled to do so.

• To be able to perform any additional scope of duties if requested by the Management.
• To attend the mandatory External and Internal training and following the company training policy.

Job Types: Full-time, Permanent

Experience:

• Hospitality Industry: 2 years (Required)