Guest Relations Officer

Company: Full Time IHG Hotels & Resorts
  • Location: Doha, Qatar View on Map
  • Date Posted: August 1, 2023
  • Salary: Negotiable

About the job

Responsible for answering all telephone calls and prioritizing said calls.

  • Should have very good telephone etiquette.
  • Directly involved in the order taking and order placing process while dealing with guest requests and orders, courteously, efficiently and promptly.
  • Should have good knowledge of room service menu’s and on going promotions in other F&B outlet.
  • Should be able to provide recommendations and suggestions to guests upon request.
  • Be knowledgeable of all services, facilities and products offered by the hotel.
  • Consider the satisfaction of all guests by ensuring prompt, courteous and efficient service at all times.
  • Display excellent conversation skills and selling techniques at all times.
  • Pay attention to guest orders, and know the menu thoroughly.
  • Write down all information clearly. Highlight special requests.
  • Communicate with the kitchen regarding menu questions, the length of wait, recook orders, and product availability.
  • Approximate delivery time is given to the guest according to this time evaluation system established by the Outlet Manager and the Sous Chef.
  • If the order has not been sent up by this time, a call must be placed to the guest to apologies and re-evaluate the delivery time.
  • Ensure correct posting in POS system for communication to the service and kitchen department.
  • Able to perform all duties and tasks per the tasks required at the outlet.
  • Assist the department to drive guest satisfaction by providing consistent guest experiences.
  • Coordinate with Room Service Waiter/ Waitress, Captains & Minibar Attendant.
  • Report positive and constructive guest feedback to the manager.
  • Promptly handle guest queries, complaints and all issues in a professional manner.

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