Guest Relations Officer
Hotel Management Jobs Information
JOB DESCRIPTION
Responsibilities
▪ Welcoming guests in a friendly and professional way.
▪ Addressing and escalating customer complaints.
▪ Providing information about facilities, programs and other services.
▪ Coordinate with butler supervisors to communicate special request from guests.
▪ Liaise with housekeeping and butler’s department to ensure VIP rooms are ready on time and all special requests attended to.
▪ Answer the inquiries of clients on a timely basis.
▪ Upsell and Cross sell the services provided by our Resort.
▪ Foresee the needs of clients and ensure clients are satisfied with our service while residing at the resort.
▪ Handle the guest files and folios, ensuring that all financial and audit procedures are fully respected.
▪ Help clients with various tasks like arranging transport, providing supplies, etc.
▪ Address grievances issues and inform supervisor as and when required.
▪ Record all necessary data and information in the designated registers every day.
▪ Send emails to guest on their birthdays and anniversaries.
▪ Make pre-arrival calls to all VIP guest to highlight special requests.
▪ Liaise with housekeeping and the maintenance department to ensure all maintenance issues in the cabins are attended to before the release date.
Additional Responsibilities
▪ Informs and/or updates various stakeholders on relevant information in a timely manner.
▪ Plans itinerary\ function sheet for groups in the absence of the Tours Manager.
▪ Send daily reviews by guest from TrustYou, Google, TripAdvisor or in person to HOD by close of every shift.
▪ Sending weekly “most recommended staff” by guest to the HR manager and HOD via email.
▪ Any other as directed by the Front of House Manager.
Building Relationships
▪ Co-worker relationship
▪ Customer relationship
▪ Global Mindset – Support employees and business partners with diverse styles, abilities, motivations, and/ or cultural perspective; utilize differences to drive innovation, engagement and enhance business results; ensures employees are given the opportunity to contribute to their full potentials while generating talent and organizational capability.
Basic computer skills
▪ Mathematical reasoning
▪ Oral comprehension
▪ Communicates effectively in writing.
▪ Customer-oriented individual with a good knowledge of hospitality industry standards
▪ Outstanding organizational and interpersonal skills.
▪ Exceptional time-management skills.
▪ Proficiency in English; knowledge of additional languages is a plus.