Guest Relation Officer - Nhân viên Chăm Sóc Khách Hàng

• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures

• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly

• Obtain guests’ feedback on their stay and record down in the logbook as well as Smile system

• Ensure that all guests are warmly welcome and recognized if they are returned guests

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure

• Be familiar with all room types, availability, rates, group movements and billing, daily events, promotions, VIPs and Guest History

• Prepare welcome amenity for VIPs

• Preview VIP’ next day arrivals, ensuring that those with special requests and those accorded special status by hotel are highlight to Management and necessary related functions are actions

• Escort guest to the room and explain in-room facilities in brief.

• Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other team members

• Deal with all guest requests promptly by taking personal responsibility to ensure guest satisfaction

• Handles guest’s complaint or requests and liaise with the department concerned to ensure immediate follow up

• Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly

• Co-ordinate with Housekeeping department and the reception to ensure that rooms assigned to VIP guests are in order.

• Coordinate with Guest Service Officer and Bellman to make a pleasant and smooth check-out process

• Ensure that Duty Manager and Front Office Manager are informed immediately of any emergency, security or health & safety matter