Guest Relation Officer

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.
• Keeps abreast of hotel products and services as well as on tourist and business traveling information that may be of any interest to our guests.
  
  

Experience, Certification & Education

• Minimum of 3 years’ experience in a supervisory level position in Front Office, preferably in a four or five star hotel.
• Proficiency in Microsoft Office software: Word and Excel
• Knowledge of OPERA
• Fluency in English