Vacancy Number: 1023
This Hotel is perfectly positioned in the heart of the city, delivering the unexpected luxury of space, impeccable service and sophisticated style. Loved by Royalty and the local cognoscenti for the warmth of its service and the sophistication of the aesthetic, this Hotel offers some of the most spacious rooms in the city - generously proportioned and sumptuously appointed.
Industry: Hospitality / Tourism / Recreative
Staff Level: Rank & File
Industry experience required: 2 years
Experience in the same role: 2 years
Salary: AED 2000
Other Benefits: Service charge, accommodation, transportation, medical insurance, flight ticket, meals
A hotel guest relations officer (GRO) is at the forefront of customer service. He or she is one of the first hotel workers to greet guests as they arrive. The GRO provides hotel guests with above-and-beyond service to ensure their experience will be worth remembering. The position ensures that guests are happy from the moment they step into the hotel until they leave. Sometimes, he or she continues to provide superior customer service after the guests are long gone.
Duties and responsibilities.
A guest relations officer gives each guest a personal recognition. This could be in a form of memorizing names of the customers or addressing them with the correct salutations, such as ""Miss"", ""Sir"", ""Ma'am"" or ""Senator."" Although a GRO would not be able to memorize the names of all the hotel guests at a given time, they should remember a hotel guest's name after two transactions.
A GRO meets and greets arriving guests and bids them farewell as they leave. He or she reviews the arrival list daily and assists in preparing and distributing welcome amenities.
GROs escort VIPs to their rooms and check them in before their arrival.
A GRO attends promptly to customers' inquiries and assists them with their needs. When it comes to complaints, they allow guests to speak first and then provide solutions to their issues or concerns.
The GRO logs the day's activities in a logbook to ensure that the next person on duty is familiar with everything that needs extra attention.
The GRO should always be present in the hotel lobby and should maintain proper decorum at all times. They should respond quickly to calls in case he or she is not at his or her post. He or she also promotes all the facilities of the hotel and knows the surrounding areas when asked for directions.
A GRO should also be familiar with the best places to tour, shop, and dine.