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Job Description – Guest Relations Officer (RTP00851)Employee Status:
Regular
Guest Relations OfficerThe position is responsible for supervising the daily operation at the Front Desk- ensuring relevant policies and procedures are being followed and that the highest possible service is being delivered in a friendly and professional manner aiming to exceed guest`s expectations.
Summary of Responsibilities:
FOCUS ON CUSTOMER SERVICE AND ENSURE GUEST NEEDS ARE ATTENDED PROMPTLY AT THE FRONT DESKAssist guests with check in and checkout- and other cashiering dutiesEfficient in assisting guests throughout their stay with any requirements- handling guest feedback- provide direction and give suggestions Handle guests` mails- messages- and answering phone callsMaximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guestsProvide guidance and assistance to Guest Relations AssistantESTABLISH MAIN POINT OF CONTACT FOR GUESTS AND TO HANDLE ALL ENQUIRIES IN A FRIENDLY AND EFFECTIVE MANNER
Supervise the Front Office team to personalize the guest arrival/departure experience Provide On-The-Job training for new colleaguesMeet- greet and provide rooming for VIP guestsAnalyze room inventory and monitor rooms count situation Attend daily briefings and relevant departmental and interdepartmental meetingsPROVIDE LEADERSHIP OF THE FRONT OFFICE TEAMEnsure the safety- security and loss control policies and procedures are compiled with at the front desk and back office area Perform any related duties and special projects as requested by the Front Office Manager/Assistant Front Office Manager/Reception and Duty Manager Comply with hotel and department policies and procedures at all timesMaintain the privacy of all guests by ensuring that no details of the guests are disclosed to anybodyINVOLVEMENT AS A MEMBER OF THE FRONT OFFICE LEADERSHIP TEAMEnsure cleanliness and appearance of Front Desk and related areasEstablish awareness of the Hotels fire and emergency procedure Ensure vigilance in regard to in-house credit matters and act upon any discrepanciesProvide assistance and supervision of the Front Office areas such as Front Desk- Airline Desk- Groups- Rooms Controlling and Lobby GreetersEnsure strict compliance of the Credit Card Privacy – PCIEnsure strict compliance to the Cash Float SOP
Profile:
Knowledge and Experience
Minimum O level educationMinimum 2 years hotel front office experience Computer Knowledge- i.e. well versed with windows- internet explorer and word- either POS or PMS systemKnowledge of Opera will be an advantageRead- write- speak English fluently
CompetenciesPresentable- well groomed with leadership quality Interpersonal skills to deal with guests and colleagues issues Able to work in a team- i.e. caring about other team members and open towards other nationalitiesAdaptable to multicultural guest needs- works with diverse culturesAble to work under pressure and independently Good interpersonal and communication skills