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Guest Relations Assistant
7 months ago
Job Description
In this role you are a key ambassador for the hotel and the brand, and will work to create one of the most powerful first impressions for our guests. You will have a friendly and outgoing personality, and a genuine interest in meeting and taking care of guests from all over the world. You will be an information provider, hotel representative, and guest relations agent, all of which needs to be portrayed with utmost politeness, efficiency, and friendliness. Additionally, you will monitor daily guest arrivals, ensuring all reservations are honored, requests are carried out and realistic expectations are met. You must remain up-to-date with current knowledge about all the hotel products, services and facilities including room types and rates, food and beverage outlets and promotions, spa and health club offerings. You will ensure that you and the team are fully compliant with all brand standards and Front Office Standard Operating Procedures. You will ensure that all guests are enjoying a positive and memorable experience.
Qualifications
• Previous experience in Front Office or Guest Services
• Good Communication skills
• Experience with Front Office Systems
• Good English skills, both written and spoken
Additional Information
To ensure the hotel achieves the Leading Hotels of the World Quality Assurance targets and that the highest standards of luxury and quality are delivered consistently to our guests. To have an understanding of the Hotel’s Vision & Mission statement as communicated to the team To ensure that areas of responsibility are clean and well maintained and cleaning checklists are adhered to. To report defective materials and equipment to the appropriate departments. To ensure that the ambience in departments (lights, music and temperature) are controlled. To be vigilant throughout the Hotel to promote security To have strong product knowledge of all areas of the hotel. To accept a flexible work schedule necessary for uninterrupted service to Hotel guests and to maintain flexibility within teams. To provide support where necessary in other areas of the Hotel. To comply with the hotels cash handling procedure.People
To attend appraisal reviews when requested by Head of Department To understand and comply with the hotel’s employee handbook To attend departmental daily briefings To attend monthly departmental meetings/ General Team Meetings, ECCM when required. To adhere to the hotel’s grooming procedures. To clock in and out of the Timepoint at the start and finish of each shift and for breaks. To inform your manager if you did not receive your break entitlement.Specific Duties
To carry out all duties in line with departmental Standards Manual (Leading Quality Assurance). Provide a channel for communication within the hotel to effectively deal with all telephone and email enquiries in a professional and courteous manner. To be fully aware of any menu updates, hotel promotions, corporate promotions or special. To be knowledgeable and informed about the introduction of products. To carry out cleaning as required. To liaise with other departments to ensure that all guest requests are attended to efficiently.