Guest Relations Talent - Nhân viên Quan hệ khách hàng

• Welcome and greet guests.

• Answer and direct incoming calls.

• Inform guests of hotel rates and services.

• Make and confirm reservations for guests.

• Ensure proper room allocation.

• Register and check guests in.

• Confirm relevant guest information.

• Verify guest's payment method.

• Verify and imprint credit cards for authorization.

• Issue room keys and direct guests to their rooms.

• Maintain clear and accurate records of guest room bookings.

• Receive and transmit messages for guests.

• Listen and respond to guest queries and requests both in-person and by phone.

• Provide accurate information about local attractions and services.

• Liaise with necessary staff including housekeeping and maintenance to address any problems or complaints made by guests.

• Complete and maintain any incident reports, daily activity reports or other reports requested by management.

• Manage conference room bookings and scheduling.

• Review accounts and charges with guests during the check-out process.

• Process accurate payment of guest accounts.

• Inform housekeeping when rooms have been vacated and are ready for cleaning.

• Monitor visitors to the hotel.

• Enforce rules and policies of the hotel.

• Maintain a neat and orderly front desk and reception area.

• Process cash, debit card and credit card transactions for guests.

• Performance any tasks may assigned by superior.

• Smile to every guest and offer an appropriate hospitality comment.

• Speak to every guest in a friendly, enthusiast and courteous tone and manner.

• Answer guest questions and requests quickly and efficiently or take personal responsibility to get the answer.

• Anticipate guest needs and resolve guest problems.