• 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 for maintaining the Legendary Quality Experience – LQE
• Ensure sufficient manning in Front Office appropriate to operational demand
• Ensure staff’s punctuality, uniforms, personal hygiene and grooming standards
• Contin...
Responsible to meet and greet guests at the Front Desk to perform check-in, check-out, and provide any other assistance, to escort guests to their rooms and assigning of rooms according to guest preferences and ensuring consistency in service deli...
The Front Desk Agent is responsible for checking-in and checking-out hotel guests in a friendly and caring manner according to the standards. At all times, he/she must display a professional and positive image of the hotel as they play a crucial r...
Sign up for Job Alerts
Please indicate your department, category and hotel preferences and we will email you regular job alerts.
