Job Brief As a Guest Relations Officer, you will serve on the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Guest Relations Team Member truly influences the first impressions of our Guests.
DUTIES AND RESPONSIBILITIES:· To ensure materials is in place for Reservation, arrivals, in house stay, request, and departure
· To organize non-English speaking guest’s reservation, arrivals, requests, in house stay, and departures.
· To follow up on non-English speaking guests issues.
· To ensure all customers requests are handle quickly and effectively
· Check registration cards to ensure that all details necessary have been recorded.
· Update all existing and new guests’ history files as and when new information arrives.
· Monitor Guest comments cards and compile and distribute monthly guest comments.
· Perform analysis of guests’ comments for management monthly.
· Compile and effect mailing lists when required by hotel.
· Prepare and send all compliments letters in reply to guests who have filled in the comment’s cards.
· Keep any records required for back up and future reference.
· Use communication tools in place to record in a diary or a trace book all pertinent events, which concern the guest during his/her stay at the hotel, i.e. Birthday, wedding, anniversary, wedding etc., and inform all the relevant departments for subsequent action. As advised by Guest Relation supervisor.
· To participate in all Weddings / Honeymoons reservation information passed to the front desk and other relevant departments and ensure all rooms are assigned two days in advance to guest arrival.
· To organize on a weekly basis the invitation for the Management cocktail.
· To keep up to date the Hotel golden book by asking High Profile guest to sign it.
· To look after the guest history by maintaining a system that keep record of preferences, comments and special needs.
Candidate Requirements :
- Preferably Diploma/Degree in Hotel Management
- Minimum 1-2 years’ experience as a Guest Relations Agent/Front Office Agent, preferably in a 5 Star luxury hotel
- A passion for delivering exceptional levels of Guest service
- Effective communication skills and pleasant personality
- Fluency in German/ Italian /French/Chinese Language
- Island experience is a requirement
- Ability to multi-task while maintaining a positive attitude
- Possession of superior interactive skills is essential
- Proactive, resourceful, and able to work independently
- Knowledge of Opera
