Give personal attention, take personal responsibility and apply teamwork when providing guest service.
Possess sound knowledge of Food & Beverage offerings and tasks to be able to assist with guests’ encounters, when necessary
Prepare and coordinate the distribution of guest amenities, welcome letters and special set- ups for VIPs.
Maintain informative handover to the GSA and other GE team members, ensuring that all relevant information is passed on clearly.
Assume responsibility to notice when the guest is not satisfied and use best judgment as to when it is appropriate to provide service recovery.
Listen with empathy, find solutions and follow through when resolving guest’s problems.
General
Maintain guest folios in the manner instructed and enter useful information about guest preferences and background.
Have up- to- date information on daily room occupancy, arrivals and departures.
Keep abreast with Resort’s product knowledge, daily activities, functions and special events, motivating guests to utilise the facilities and services.
Communicate effectively with Guest Service & Concierge on guest needs and schedules.
Invite guest to join Radisson Rewards and introduce the benefits.
Communicate product knowledge and company philosophy to visitors and guests.
Perform other duties required to provide the Radisson Blu brand behaviours and genuine hospitality.
Follow up with guests’ pre- arrival communication, via emails or phone calls, make sure queries are answered, and required arrangements are made.
Provide hands on support to Front Desk and Concierge teams, including translation to and from Korean.
Welcome guests during check- in and give a fond farewell upon checkout. Help other team members communicate with Korean- speaking guests.
Guest Experience and Front Office
GEA is required to conduct their duties in a courteous and efficient manner, in accordance with the Resort’s policies and procedures, ensuring that a high level of service is maintained at all times.
Check transportation arrangements of arriving guests, especially VIPs, ensure the rooms are ready upon guest arrival and stand by to welcome.
Perform basic cashier activities as and when required.
Adhere to all hotel policies and procedures.
Help ensure security of cash drawer and accuracy with personal cashiering, when working at the Front Desk area.
Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objective of this position.
Ensure that all check- in and check- out procedures are handled smoothly without unnecessary delays.
Accommodate the requests and needs of all guests. The Guest Experience Agent is required to greet and help check- in guests, make recommendations, advise and upsell rooms and related services, assist in checking- out and farewell guests, especially Korean- speakers, VIP guests and Radisson Rewards members.
Create 100% guest satisfaction by providing the “Yes I Can!” experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations.
Maintain regular contacts with guests. Obtain guest feedback. In an event of a complaint, take immediate actions to come up with solutions.
Keep GE Supervisor/Manager & Duty Manager promptly and fully aware of all problems or unusual matters of significance.
Escort VIP guests to their allocated rooms and introduce facilities and room features.
Record daily activities and complaints and inform the respective department heads.
On the day of arrival, ensure all special requests are followed up (special room decorations, extra bed etc.)
Ensure work area is kept neat and tidy.
Greet, meet, escort guests and offer general information. Oversee the Lobby area, be present and pro- actively approach guests, especially if they have difficulties with communication (language barrier).
Maintain a favourable working relationship with all hotel employees.
Inspect VIP rooms and make sure amenities are in good order prior to guests’ arrival.
