Skills, Qualifications & Experience
*With 2 years’ experience in a 4 or 5 star hotel
*Proficient in English language (verbal and written) with a second or third language will be an asset.
*Professional attitude is required
*Ability to work independently and under pressure.
*Excellent grooming standard.
*Must be able to handle a multitude of tasks in an intense, ever changing environment.
*Must be a strong team player with departmental cooperation
*Passion for delivering exceptional levels of guest service
*A warm personality, attentive and smartly presentable
*Ability to listen and respond to demanding Guest needs
*Committed to delivering high levels of customer service
As Guest Relation Officer you are responsible to provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience and your role will include key responsibilities such as:
*Maintains effective communication with all related departments to ensure a smooth service delivery.
*Extends personal service and attention to all guests, with particular emphasis to Club Ayla and VIP Guests.
*Maintains a good working relationship with Guest Relations Manager and Lobby Hostesses.
*Ensures that the guest is allocated the accommodation he/she is expecting and that Reception is aware of any necessary requirements.
*Maintains an up to date knowledge of the hotel and local services, supplies information and responds to guest queries.
*Maintains awareness of guest profiles through the Fidelio guest profile system.
*Deals promptly, efficiently and pleasantly with any queries.
*Daily printing, reviewing actioning reports.
*Blocks rooms and communicates with F&B for treatments for rooms following the standard procedure.
*Ensures groups are met and checked-in with welcome drinks and hand towers, etc.
*Compiles and sends to the limousine company a list of all guests to be taken to the hotel, copying to relevant departments/sections.
*Maintains awareness of competitors’ rates and occupancy levels.
*Promotes inter-hotel sales and in-house facilities.
*Establishes, promotes and maintains good public relations and enhance sales for the hotel at every opportunity.
*Passes sales leads to the Sales Department.
*Maintains regular and effective liaison between Front Office and other departments with particular emphasis on Housekeeping.