Guest Relation Officer

1 week ago


Al Barsha, Dubai, United Arab Emirates Grand Excelsior Hotel Al Barsha Full time

To promote a professional image and to provide a quick and efficient service to all guests regardless to whether they are resident or non-resident.


  • Supervise the Front desk operations and ensuring that relevant policies and procedures are being followed and that the highest possible service is being delivered in a friendly and professional manner.
  • Meets and greet all guests upon arrival and departure.
  • Escorts VIP guests to their allocated room and explain the facilities and room features.
  • Maintains regular contacts with the guests.
  • Obtains guest feedback on their stay in the hotel. If complaints, takes immediate actions to remedy solutions.
  • Records daily activities and complaints in the guest relations logbook and informs the respective department heads for immediate actions.
  • Works closely with the Food and Beverages team specially Room Service Team.
  • Promote all our outlets and any special promotions going on.
  • Be thoroughly familiar with the hotel procedures and policy concerning reservations, room's assignments, room charges and credit facilities.
  • Attends to all the secretarial needs of guests after the opening hours of the business Centre.
  • Ensures that all the facilities are available to the guests.
  • Greets guests upon arrival and bids farewell upon departure.
  • Ensures that, whenever possible, guests receive personal recognition.
  • Inspects VIP room status and amenities in good order prior to guests' arrival.
  • Maintains an active presence in the hotel lobby to greet and assist incoming guests.
  • Give courtesy calls and complete the call log for Performance Monitor daily.
  • Promotes interhotel sales and inhouse facilities and aware of banquet events, hotel facilities, F&B outlets, special promotions for the purpose of assisting guests and offering accurate information.
  • Assists and coordinates with Front Office reception to ensure consistent service.
  • Handles guest complaints immediately and follows up thoroughly.
  • Prepares and coordinates the distribution of guest amenities, welcome letters and fruit setups for VIPs.
  • Ensure the safety, security and loss control policies and procedures are compiled with at the front counter and back office area.
  • Work towards maximizing room revenue by upselling to a higher rate category and selling the highest possible rates for walkin guests.
  • Perform any related duties and special projects as requested by the Front Office Manager/Guest Relations Manager and Duty Manager.
  • Comply with hotel and department policies and procedures at all times.
  • Maintains the privacy of all guests by ensuring that no details of the guests are disclosed to anybody
  • Be vigilant in regard to inhouse credit matters and act upon any discrepancies.

Education:

  • Diploma (preferred)

Experience:

  • Front Office (Guest Relations): 1 year (preferred)


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