Responsibilities - Demonstrate service attributes in accordance with industry expectations and company standards. Escorts guest to the rooms. Daily Courtesy calls to arrivals, IHG rewards and Ambassador Guests and previous complains to give special recognition and follow up. Ensure that all customers’ queries, requites and complaints are handled in a polite, efficient manner and a high level of customer service is consistently maintained. Inspects all VIP rooms prior to arrival and inform other operational departments such as Housekeeping and F&B on matters related to arrival times, special requests and VIP amenities set up. Review arrival lists for all arrivals and VIP’s to check room allocations, amenities and special requests. Perform tasks as directed by the Manager in pursuit of the achievement of business goals. Ensure maximum involvement in the HeartBeat program in order to obtain higher results. Responsible and attends to guest’s request of using the service of safety box at all times. Knows restaurants operating hours and specials/promotions within the operation as well as catering space requirements and locations. Being passionate about people and service. Strong communication skills essential when interacting with guests and employees. Reading and writing abilities are used often when completing paperwork, logging issues/ complaints /requests/information updates, etc. Basic math skills are used frequently when handling cash or credit. Problem solving, reasoning, motivating and training abilities are often used. Have the ability to work a flexible schedule including nights, weekends and/or holidays. Qualifications - Bachelor’s degree in hospitality/hotel administration. Minimum One year front desk/guest service experience strongly preferred. Proficiency in Opera/Fidelio is preferred but not essential. Some college/university preferred. Must speak fluent local language. Additional language skills preferred but not required depending on location of hotel.
Job Title
Guest Relation Executive - Front Office