• Supports the Guest Relations Manager • Attends briefings/ meetings (Management Meeting, Operations Briefing) and updates management on Guest Relations activities • Promotes importance of Guest Relations amongst other guest contact departments i.e. Housekeeping and Food & Beverage etc. • Continuously monitors the hotel’s VIP initiatives and creates innovative and personalized amenity programmes • Monitors the progress and performance of all aspects of the Guest Relations programmes • Analyses the guest data and establishes strategies to enhance guest retention ratios • Trains all front-line colleagues on Guest Relations principles • Ensures guest feel welcome • Escorts arriving guests, VIP’S and celebrity guests • Maintains high guest repeat and retention rate • Ensures instructions from Management/ MOHG are communicated and acted upon • Is the champion of guest name recognition • Is the champion of guest preferences collection • Is the champion of ‘MOWOW’ initiatives • Accountable for results from Guest Database Audit, Guest Satisfaction and LQE standards in areas relating to Guest Relations • Handles guest complaints diligently and professionally • Ensure all rooms assigned for arrivals are ready prior to guest’s check in
• Ensure GM/ HM/ DH welcome card is set up for arrival guests
• Responsible to meet and greet guests
• To obtain guest preferences and maintain guest history database, involved in guest recognition activities and retention of repeat guest ratio
• To ensure guests’ stays are comfortable and guest nee...
