Job Purpose/Mission
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 & Responsibilities
Welcome guests warmly and escort them to the reception and give a fond farewell to guests while check-out.
Ensure all check-ins are served with a welcome drink.
Responsible for observing any customer service incident and reporting on a daily basis.
Responsible for the cleanliness of the 1st Floor Foyer and main walkway to the reception.
To honestly and aggressively sell to the hotel guests specified products such as excursions, and safaris, with the selected contracted companies and to remit the relevant revenue to the hotel honestly and efficiently.
To liaise with other departments whenever there is a VIP or official dignitary arriving. i.e. chef, housekeeper.
To keep all departments informed about VIP movements.
Ensure VIP rooms are checked and blocked in advance before guest arrival.
Ensure that amenities such as fruits and flowers are in the rooms before guest arrival.
To regularly make contact with guests during their stay to ensure everything is satisfactory, taking action and reporting issues to the Head of Department or Duty Manager.
To attend and participate fully in departmental and company training sessions as required by your Manager, and to implement the given training as well as take responsibility for your personal development within the company.
Attend and contribute to staff and departmental meetings as requested by your Manager.
To have a good knowledge of the Hotel, its history, facilities and activities. Also, know the city as well as the competition.
To promote hotel facilities, Food and Beverage Outlets & Conference facilities. Maintain up-to-date information on room rates, ongoing and upcoming promotions, offers and packages.
To maintain a good knowledge of reservation procedures, rates, promotions, and room upselling. To be aware of the availability and take reservations where necessary.
To collect and prepare the guest feedback during the guest stay or check out along with guests’ likes and dislikes (preferences).
To maintain & update guest history records.
To give courtesy calls to the guests within 5 minutes after check-in to ensure everything is okay.
To be flexible in assisting around the hotel in response to business and guest demands, as well as to any other reasonable duty, as requested by the Management team or the Head of the Department.
To comply with company regulations as stipulated in the staff handbook, regarding uniforms, timekeeping and general conduct.
Handling guest complaints and concerns in an efficient and timely manner.
Coordinating and multi-tasking job duties in a busy environment
Have up-to-date information on daily room occupancy
Provide excellent customer service as per hotel standards.
Check on VIP reservations, complete their pre-registration formalities and check in the VIP.
Coordinate with housekeeping on clearing rooms.
Perform basic cashier activities as and when required.
Ensure that all check-ins and check-outs are handled smoothly without necessary delay or discomfort to any guest.
Encourage guests (in-house and check-outs) to positively review the hotel, and its amenities services on relevant online portals (Trip advisor, booking.com, Expedite, Hotel beds)
Send online review links to guests who have had a positive experience in the hotel upon checkout.
Bill guests accurately and ensure their payments are received before you check them out.
Requirements
Proven experience as a Guest Relations Officer
Familiarity with hospitality industry standards
Proficiency in English; knowledge of additional languages is a plus
Computer literacy
A customer-oriented and professional attitude
An outgoing personality
Outstanding communication abilities
Excellent organizational and time-management skills
A diploma in Hospitality Management is preferred
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