Guest Relations Officer
Summary of Responsibilities:
The main responsibilities and tasks of this position are as listed below, but not limited to these:
- Assist guests with check in and checkout, and other cashiering duties
- Efficient in assisting guests throughout their stay with any requirements, handling guest feedback, provide direction and give suggestions
- Handle guests’ mails, messages, and answering phone calls
- Maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests
- Provide guidance and assistance to Guest Relations Assistant
- Meet, greet and provide rooming for VIP guests
- Attend daily briefings and relevant departmental and interdepartmental meetings
- Ensure the safety, security and loss control policies and procedures are compiled with at the front desk and back office area
- Perform any related duties and special projects as requested by the Front Office Manager/Assistant Front Office Manager/Reception and Duty Manager
- Comply with hotel and department policies and procedures at all times
- Ensure vigilance in regard to in-house credit matters and act upon any discrepancies
- Provide assistance and supervision of the Front Office areas such as Front Desk, Airline Desk, Groups, Rooms Controlling and Lobby Greeters
Qualifications:
- Minimum ‘O’ Level education
- Read, Write, Speak English Fluently
- Computer Knowledge, i.e. well versed with windows, internet explorer and word, either POS or PMS system
- Knowledge of Opera will be an advantage
- Presentable, well groomed with leadership quality
- Interpersonal skills to deal with guests and colleagues issues
- Able to work in a team, i.e. caring about other team members and open towards other nationalities
- Adaptable to multicultural guest needs, works with diverse cultures
- Good interpersonal and communication skills
