Guest Relation Agent

Ensure the highest standard of Customer Care and Service at all time. 

Promote the desired work culture around our Winning Ways; Do the right thing, Showwe care, Aim higher, Celebrate difference and Work better together.

Key Responsibilities

• Enhances personal recognition and prompt attentions to guests from their arrivals through their departure.

• Checking guest profile 

• Preparing guest registration card

• Calling guest by name

• Escorting the guest to his room upon arrival.

• Calling guest  during his stay

• Biding farewell upon departure

• Provides VIPs and SCC members the specials treatment they except.

• V 1 level

• V 2 level

• V3 level

• V4 level

• SCCs treatment

• SCCe treatment

• SCCa treatment
   

• • First timer treatment

  • B.woman treatment

  • Updates Guest History files on a regular basis. 

  • Updating guest preferences

  • Updating guest profile

  • Updating VIP levels

  • Updating guest remarks(GSS)

  • Reviews next day’s arrivals for unsuspected VIPs

• • Checking next day arrivals for unexpected VIPs

  • Prepares and supervises the distribution of guest amenities, welcome letters and fruit baskets.

  • Preparing SCC welcome letter

  • Preparing first timers welcome letter

  • Preparing club floor welcome letter

  •   Preparing pull out form

  • Escorts SCCMs and VIPs to their allocated rooms.

  • Escorting SCC members

  • Escorting first timers

  • Escorting top VIPs

  • Plans for unexpected VIP arrivals

  • Preparing amenities for unexpected VIP arrivals

  • Attends to guest’sneed, queries and requests promptly.

  • Attends to guest need

  • Attends to guest queries

  • Promotes hotel facilities whenever possible.

  • Handles guest complaints immediately and follows up on action thoroughly

• • Assists in compiling and analyzing departmental expenditures.

  • Reports daily activities in logbook.

  • Reporting in log book

  • GR check list

  • Inspects amenities set up in guestrooms.

  • Checks guest room

  • Abides set standards of conduct, dress, appearance and posture.

  • Maintains effective employee relations within the Guest Relations Department.

  • Complies with hotel’s Health, Safety & Hygiene policy.

  • Complies with hotel health

  • Complies with hotel safety

  • Complies with hotel hygiene

  • Performs related duties and special projects as assigned.
    Customer Service
     

  • • Demonstrate service attributes in accordance with industry expectations and company standards including:

    • Being attentive to Guests 

  • • Accurately and promptly fulfilling Guests requests

    • Anticipate Guests needs

    • Maintain a high level of knowledge which affects the Guest experience

    • Demonstrating a ‘service’ attitude 

    • Taking appropriate action to resolve guest complaints

    • Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers 

    Health, Safety and Security

    • Demonstrate understanding and awareness of all company policies and procedures relating to Health, Hygiene and Fire Life Safety and ensure your direct reports do the same

    • Familiarize yourself with emergency and evacuation procedures

    • Ensure all security incidents, accidents and near misses are logged investigated and rectified to prevent future catastrophes

    General

    • Comply with the Company’s Corporate Code of Conduct

  • • Familiarize yourself with the company values and model desired behaviors

    • Perform tasks as directed by the Manager in pursuit of the achievement of business goals