Assists with emergencies (medical, fire, power/system failure) by contacting the designated personnel for immediate assistance
Delivers guest welcome calls upon check- in
Maintains discretion and confidentiality of all calls, guest room and fax numbers
Handles incoming/outgoing calls in an attentive, courteous and efficient manner, according to the hotel&039;s standard operating procedures
Performs other duties as required by management to provide 100% Guest Satisfaction and genuine hospitality to our guests
Provides clear and concise communication while assisting guests with their questions or needs
Communicates with housekeeping regarding room availability and guest requests
Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
Anticipates guests needs while providing recommendations of the hotel and local attractions
Accurately log incoming guest packages
Input and access data in PMS system
Maintain a positive inter- departmental relationship through the hotel and with other stakeholders.
Responsible for clear and accurate radio communications with departments of the hotel
Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
Assists guests with changes in their room or restaurant reservation
Adhere RHG brand standard and experience, and service delivery
Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
Create 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations. Provide employees with the training and resources they need to maximize employee engagement and deliver Yes I Can! service and teamwork
Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis.
Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
Performs other duties required to provide the service brand behavior and genuine hospitality.
Adhere to hotel policies and procedures:
At all times projects a favourable image of the Hotel to the public.
Assist in the development of the Hotel business plan and ensure an overall understanding of its departmental goals and objectives.
Follows safety and security rules and procedures.
Maintain a favourable working relationship with all other hotel employees to foster and promote a co- operative and harmonious working environment.
Communicate effectively with guests, co- workers and the manager.
Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
Keeps immediate Supervisor promptly and fully informed of all problems or unusual matters of significance.
Attends work on time as scheduled.
