1. The Guest Engagement Executive role is to anticipate and meet guests’ needs and requests, ensuring complete guests’ satisfaction. Recognize all repeat and important guests. Establishes and develops personal guest contact, promotes feedback and be consistently proactive in anticipating guest needs and requirements.
2. To assist the Assistant Guest Engagement Manager to supervise the section and stand in during the absence of Guest Engagement Manager.
3. Review and prepare pre-arrival activities e.g) Pick up Guest’s history, check time of arrival, assign room according to guest’s preference, liaise with Reservation/Housekeeping.
4.Check arrivals for the day, checking if rooms are ready according to GR arrival time and ensuring VIP room and amenities are placed in the room prior to arrival.
5. Standby at the desk for the arrival and established the details such as departure
Time, wake-up call/transfer arrangement/method of payment/special request/follow-up.
6. Standby at the desk for the arrival and established the details such as departure
Time, wake-up call/transfer arrangement/method of payment/special request/follow-up.
7. To entertain guests when need arises e.g) VIPs/complaining/ regulars and etc.
8. Conducts shift briefings to ensure hotel activities and operational requirements are known
9. Promptly & accurately update E- registration card and updates and maintain all guests’ history files
10. Perform Front Desk role for check-in as well as check-out when situation arises
11. Conduct a show room for Sales if absent and walk-in
12. Conduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member
13. Standby Executive Lounge for daily breakfast/evening cocktail serving and
Co-ordinate with kitchen for food replenishes.
14. Prepare Daily Log Entry for daily movement and incident and send out the report for 2ndshift staff.
15 Requisite F&B supplies, equipment for Executive Lounge used.
Conduct courtesy calls daily to all corporate guests and obtain feedback for
means of improvement.
16. Prepare weekly list for long-term and distribute to department concerned.
17. Keep up to date information of hotel services, promotions, events, outlet operational hours.
18. Ensure adherence to grooming standards.
19. Report physical defects and hazards found in Hotel premises to Service One / Duty Manager.
20. Report any suspicious character or parcel to Security / Duty Manager.
21. Perform duties which may be assigned from time to time. familiar with all emergency procedures and hotel policies.
21. Proven management abilities and knowledge of guest relation as well as Front Office operation
22. Outstanding communication skills & a sound knowledge of the Pegasus system
