Guest Relation Officer

3 weeks ago

Al Barsha, 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 inter-hotel sales and in-house 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 up-selling to a higher rate category and selling the highest possible rates for walk-in 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 in-house credit matters and act upon any discrepancies.

**Education**:

- Diploma (preferred)

**Experience**:

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

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