Job Responsibilities
- Lobby presence will be a key task. Main duties include greeting and escorting guests patronizing our hotel
- Monitor expected bookings, ensure guests are being welcomed and greeted in an appropriate manner
- Provide flawless, upscale, professional and high class guest service experiences for guest throughout their stay
- Analyze customer feedback and providing strategic direction to continuously improve overall guest positive rating
- Establish a rapport with guests, maintaining good relationship and handle all guest feedback, requests and enquiries
- Liase with operation team including receptionist, concierge, housekeping and F&B service staff to provide an overall comfortable guest experience
- Coordinate with pre-arrival team and send pre-arrival emails and to ensure that guests 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
- Well informed of hotel facilities and be able to answer all guest inquiries
- Develop and maintain close business contact with in-house guests and to provide personalised service whenever possible
- Resolve all guest feedback and ensure guest satisfaction prior to departure
Job Requirements
- Understanding of hotel management best practices
- Hands on experience with Hotel Opera System
- Ability to work flexible hours including on weekends and public holidays
- Strong sense of responsibilities and always portray a professional image
- Customer service driven with outstanding communication and active listening skill
- Ability to multitask and resolve guest constructive feedback
