Duties & Responsbilities

• Provide upscale guest service experiences for clients throughout their stay
• Ensure clients are properly greeted upon their arrival
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Coordinate luggage collection and storage
• Oversee check-in and check-out procedures, including reservations and financial transactions
• Promptly address guests’ requests, like in-room dining
• Actively listen to and resolve complaints
• Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve concerns
• Inform clients of our hotel services, including breakfast and dining options
• Promote all hotel amenities, conveniences and programs offered
• Manage guest relations team to ensure we comply with all standards and operating procedures
• Appraise team’s performance and produce regular reports
• Examine daily duties, assign tasks and check on progress
• Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
• Recommend local tourist spots, including places to dine, shop and sight-see

Establish friendly relationships with regular hotel clients

RESPONSIBLE BUSINESS

• Make all necessary decisions when assigned under the direction of the Operations Manager.
• Liaison between Housekeeping, Engineering, Security, Front Desk, and the other departments within the hotel.
• Follow up the grooming standards of the Team.

PEOPLE

• Oversee work performance of new colleagues when it comes to guest relation.
• Help train front desk staff, new hires on-the-job-trainees (On the Job Training) and cross-trainees.
• Ensure interdepartmental communication is managed effectively.
• Lead, motivate and develop subordinates to effectively achieve the objectives of the front office department.
• Identify internal training needs and develop training programs or recommend necessary training program for all subordinates.

GENERAL

• Proven work experience as a Guest Relations or similar role
• Understanding of all hotel management best practices and relevant laws
• Hands-on experience with Hotel Management software (PMS)
• Proficiency in English; knowledge of other languages is a plus
• Customer service drive with outstanding communication and active listening skills
• Excellent problem-solving and multitasking skills
• Leadership skills along with the ability to motivate a team into high performance
• Strong sense of responsibility and a professional presentation