Job Description

•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