Duties and Supporting Responsibilities

• Provides upscale guest service experiences for clients throughout their stay
• Ensures clients are properly greeted upon their arrival
• Monitors daily bookings and ensure assigned rooms are prepared prior to check-in. Inspecting them when needed.
• Coordinate luggage collection and storage
• Oversee check-in and check-out procedures, including reservations and financial transactions
• Promptly address guests’ requests.
• Actively listen to and resolve complaints with the support of other key players.
• Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
• Coordinate and manage communication between guests and staff and follow up to ensure all customer concerns are addressed in a timely manner
• Inform clients of our hotel services, including breakfast and dining options
• Promote all hotel amenities, conveniences and programs offered
• Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures
• Appraise team’s performance and produce regular reports
• Liaise with housekeepers and wait staff to provide an overall comfortable guest experience
• Examine daily duties, assign tasks and check on progress
• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
• Recommend local tourist spots, including places to dine, shop and sight-see
• Establish friendly relationships with regular hotel clients
• Ensuring and providing flawless, upscale, professional and high class guest service experiences
• Analyzing customer feedback and providing strategic direction to continuously improve overall rating
• Responding to guests needs and anticipating their unstated ones