To assist the Guest Relations Manager, oversee the duties of thefront staff by monitoring the expected bookings, to make sure that the guests are being welcomed and greeted in an appropriate manner and that their registration and check in procedures have been carried out in a warm and friendly manner.
Ensuring and providing flawless, upscale, professional and high class guest service experiences.
To see that the staff members are handling the special needs of the guests like providing vehicle valet service, causing minimum disturbance, making arrangements for luggage collection as well as storage, ensuring that messages for guests have been promptly conveyed, to note down the complaints of the guests, etc.
Analysing customer feedback and providing strategic direction to continuously improve overall rating.
To perform check-in and check-out and assisting reception desk whenever required.
Checking of VIP rooms, special attention guest and decorating special occasion guest's room.
Responding to guests needs and anticipating their unstated ones.
Establish a rapport with guests, maintaining good relationship and handle all guest feedback, requests and enquiries.
To assist Guest Relations Manager to manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures.
To assist Guest Relations Manager with send pre-arrival emails and to ensure that their preferences/request are met.
Maintain a high standard of personal appearance and grooming at all times in line with the hotel's grooming standards/guidelines.
Lobby presence will be a key task. Main duties include the greeting and escorting of all guests patronizing our hotels, especially Japanese guests.
Assist in conducting site inspections especially to all VIP guests/clients.
Ensure that all individual guests, tours and groups are efficiently and expediently checked-in and checked out in accordance with established standards and procedures.
To be well informed of hotel facilities and be able to answer all guest inquiries.
To develop and maintain close business contact with in-house guests and to provide personalised service whenever possible.
Be familiar with and ensure that all preparations for group arrivals and departures are well organized.
Resolve all guest complaints and ensure guest satisfaction prior to departure.
Undertake any other duties as dictated by the Hotel's Management from time to time.
