- To ensure all guests in the hotel, especially regular guests, receive all premium service and enjoy their satisfactory stay in the hotel.
- To save and regularly update profile information of guests, birthdays and anniversaries of guests.
- To be willing to help guests.
- To check all rooms arranged for VIPs and regular guests within the day when required.
- Guest relation department must ensure to have good relationships and coordination with other departments in serving guests.
- Support FOM, Duty Manager in instructing and supervising the FO operations.
- Welcome, greet, offer service, give send- off, room- check and ensure everything as prescribed.
- To ensure all guests are served immediately and politely.
- Report all issues related to customer service in the book handed to manager.
- Receive compliments with courtesy and keep track of complaints.
- To collate with confirmation to ensure all guest requirements are met.
- To ensure all complaints of guests during their stay are solved at the best and earliest.
- To check with Front Office Supervisor about room status within the day, quickly meet guests’ requirements.
- To prepare fruit baskets and other utilities in rooms upon special requests of guests.
- To provide guests with any information related to meetings, ticket service, general information of flights, buses, ferries and trains, special events in the city and activities of the hotel at the time. To show your regards to guests anywhere, anytime.
- To treat guests as a host, including guests needing special attention, family, women and the disabled.
- Ensure good customer service delivered to every individual at Lobby. Working mainly at Privilege Lounge for VIP/ ADV Member to do welcome, check- in, customer service, handling complaint
- To meet and welcome regular guests and VIPs at their arrival. To check lists of VIPs, regular guests and all individuals coming within the day to plan for welcoming.
- To guide guests to their room after checking in, introduce the conveniences of the hotel and other special service on the way to their rooms.
