Guest Relations Ambassador
4 weeks ago
Role Overview
We are an exceptionally unique brand that offers more than just a product; we provide an unparalleled experience that aims to create lasting impressions in the hospitality industry. Our team is comprised of people who enjoy traveling and having fun, and we are looking for a new talent to play a vital role in our Front Office team.
Main Responsibilities
- Prepare for daily VIP arrivals in terms of room allocation, amenities, and special requests of guests.
- Keep Mis en place ready for VIP arrival, including registration cards, room keys, and welcome drinks.
- Register and process check-in/out for all VIP guests efficiently and professionally.
- Escort VIP guests to their rooms.
- Update guest information into the computer after a complete check-in.
- Accountable for cashiering duties, foreign exchange transactions, night audits, and settlement upon guests' departure.
- Handle walk-in counter reservations at all times and process call-in reservations when the room reservations section is closed.
- Provide friendly and courteous service to guests and respond promptly to all requests and inquiries at all times.
- Resolve guests' complaints/requests and liaise with the department concerned to ensure immediate follow-up.
- Handle issuance of guest room key cards and ensure effective control for guest security.
- Ensure that all messages, mails, and packages are delivered to the guest room.
- Assist at the Information counter, Foreign Exchange, and Business centre as and when assigned.
- Have knowledge of the hotel rate codes, package segmentation, discounts, and how to handle each.
- Maintain continuous contact with hotel guests to ensure that any problem or complaint is handled efficiently and courteously.
- Daily courteous calls to VIP rooms, as well as other guests.
- Report any unusual occurrences or requests to the manager.
- Be aware of the hotel's accident Prevention Policies.
- Ensure the cleanliness and neatness of the front office area.
- Review log book, verify outstanding, and follow up pending. Identify if any special assignment for the day.
- Check hotel situation, occupancy functions, groups, VIPs.
- Reannounce VIP rooms to Housekeeping and F&B departments.
- Check if all departure details for the day have been taken as well as for the next day.
- To arrange for bouquets, cake, and cards in case of guests' anniversary and birthdays.
- Check VIP rooms after amenities are placed.
- Coordinate with the lobby manager regarding arrival & departure transport arrangements for the day.
- File daily guest relations report and documents systematically.
Qualifications
Diploma or degree in vocational hospitality, fresher or 1 year experience in a 5-star hotel.
Remote Work
No
Employment Type
Full-time
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