Operations
• Handling daily arrivals and departures
• To ensure that all VIP arrival rooms are checked and amenities are replenished in the rooms prior to the guest’s arrival
• To welcome and bid farewell to all guests
• To develop and maintain close business contacts with house guests and to provide personalized service whenever possible
• Attend to guests’ requests
• Ensure effective communication via daily briefing, weekly update and monthly brainstorming within the department
• To KPI achievement, upselling targets, My Millennium sign ups and revinate scores
Guest Service
• Provide guests with access to hotel services, forward in-room meal requests, and ensure that mail, faxes and packages are delivered in a timely manner
• To deal with irate guests and find ways to resolve issues to the guests’ satisfaction
• To serve as concierges, assisting guests with ground transportation, restaurant or entertainment reservations, and providing other information about the locale
• To lead as a role model in terms of service and revinate scores
