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Guest Services Officer
1 month ago
Job Description
- To offer a warm welcome to all guests and to ensure that they enjoy their stay being offered the finest personal service.
- To personally greet and escort the guests rather than pointing out directions.
- To respect the privacy of the guests and the confidentiality of the information.
- To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.
- To call the supervisor or manager for advice in serious cases or if an approval is required.
- To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.
- To be aware of and to report all guest comments or complaints.
- To be aware of all VIPs visiting or staying in the hotel.
- To do a proper cashier closer and to ensure a complete handover between the shifts.
- To be aware of forged currency and travellers checks and to respect all the financial and audit procedures.
- To check the departure lists and to ensure check-out times are respected.
- To properly use all the equipment and Fidelio management system, to have a perfect knowledge of the set ups.
- To strictly respect the room keys and section keys handover procedures.
- To daily follow the checklists.
Qualifications
- 2 years guest service experience in a 5-star Hotel
- Fluency in written and spoken English
- Knowledge of front office application.
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