Job Summary: Responsible for carrying out general duties pertaining to Guests' Relations operations in conformity with established Hotel's Policies and Procedures to achieve the highest possible level of guests' satisfaction at all times.
Duties:
Attend to all pertinent matters concerning guests' matters.
Work in cooperation, and coordination with Front Office section heads.
Meet and welcome guests in the Lobby area.
Inspect rooms assigned to VIPs before their arrival.
Assist Front Desk Personnel whenever necessary.
Attend to all guests' inquiries and complaints.
Log all complaints, etc. in the Guest Relations Officers' logbook.
Updating of Guest history.
Knowledge of in-house promotions and up sells.
Knowledge of fire and other emergencies.
Perform duties in coordination with the Assistant Managers and any other duties that may arise from time to time.
Standard Procedure:
Report directly to and communicates with the Front Office Manager on all pertinent matters affecting guest relations operations.
Cooperate coordinates and communicate with all Front Office section heads especially with the Assistant Managers.
* Follow up on orders of fruits, flowers, and other amenities according to established procedures to the guests' requirements.
* All requests must be completed before or on the day expected arrivals.
* All VIPs' reservations and special request of expected arrivals must be followed up with special orders (fruits, flowers, extra bed, connecting rooms, newspaper, welcome drink …)
* Ensure amenities are in ready or placed in room before guest's arrival.
Inspect rooms assigned to VIPs and follow up with departments concerned regarding amenities, cleaning, repairs of room, etc.
Need to pay extra attention to the rooms.
Meet and welcome all guests, especially VIPs to the hotel and escort them to their rooms for registration.
Assist Front Desk Personnel at the reception whenever a need arises.
Attend to guests' complaints, requests, and inquiries with respect and utmost graciousness.
Record in the Guest Relations' logbook on all guests comments, complaints, and compliments.
Update maintains Guest History in the system computer on a daily basis.
Be familiar with all outlets' promotion, specialties, its location and timing, every effort must be made to promote the hotel's outlets and promotions to the guests.
Superiors may assign Perform job in close coordination with the Assistant Manager and any other duties as assigned.
Be familiar with the fire fighting and emergency evacuation procedures.
