Guest Relations Agent Mandarin Speaker
Posted on :
10-04-2025
Employer Active
1 Vacancy
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Job Description
The main job responsibilities include but are not limited to:
- Prepare for daily VIPs arrivals in terms of room allocation amenities and special requests of Guests.
- Achieve Quality Audit result of 95 and above through consistent documented training.
- Keep VIP folders ready for VIP arrivals and All inclusive Arrivals (Reg.cards room keys welcome letter)
- Assist and process check in/out for VIPs guests efficiently and professionally.
- Escort guests to their rooms and conduct Room Orientation.
- Update guest information into the computer after a complete check in.
- Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time.
- Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.
- Achieve the highest Guest Satisfaction measured by TRUST YOU platform.
- Handle issuance of guest room key cards and ensure effective control for guest security.
- Ensure that all messages mails and packages are delivered to the guest room.
- Assist at the Information counter and Business centre & M Lounge as and when assigned.
- Have knowledge of the hotel rate codes package segmentation discounts and how to handle each.
- Maintain continuous contact with hotel guests to ensure that any problem or complain are handle efficiently & courteously.
- Follow up with Bell desk regards shuttle Bus.
- Daily courteous calls to guests in house.
- Report any unusual occurrences or requested to manager.
- Be aware of the hotel accident Prevention Policies.
- Ensure the cleanliness and neatness of front office area.
- Review log book verify outstanding and follow up pending. Identify if any special assignment for the day check Hotel situation occupancy functions groups VIPs.
- Reannounce VIP rooms to Housekeeping and F&B departments.
- Check if all departure details for the day have been taken as well as for the next day.
- To arrange for bouquets cake and cards in case of guests anniversary and birthdays.
- Inspect VIP rooms after amenities are placed.
- Coordinate with the related Team in regards to arrival & departure transport arrangements for the day.
- File daily guest relations reports and documents systematically.
- At the end of the shift or the day he has to communicate all information that the next shift has to know for a well running of the operations.
- Follow up on Traces requests/notes related to Guest Relations Department and update them accordingly.
- Achieve the highest profitability through generating revenues and applying proper cost management.
- To be punctual on duty.
- Be well groomed to the standards laid down.
- To comply with all hotel rules and regulations as outlined in the handbook and to be aware of company disciplinary and grievance procedures.
- To create an environment which promotes employee morale and encourages the team to have pride in their department with a high level of commitment.
- To promote a helpful and professional image to the customer and give full cooperation to any customer requiring assistance with the prompt caring and helpful attitude.
- To anticipate the needs of the customer whenever possible to enhance quality service and in turn enhance customer satisfaction.
- To give full cooperation to any colleague requiring assistance in a prompt caring and helpful manner.
- To be flexible in assisting in other areas of the Hotel in response to the business and customer needs.
- Ensures oneself is thoroughly familiar with the hotels emergency procedures and in a state of preparedness for any emergency which may occur.
- Is familiar with all related company documentation and especially with the relevant Operational Standards for his/her field of responsibility.
- Encourage and participate in Corporate Social Responsibility (CSR) activities.
- Other duties as assigned
- Assist in Task Force Teams for new openings.
- Carry out any other reasonable task (which may not be stated here) as requested.
Qualifications :
- University Degree in Hotel Management fresher or a minimum of 1 year experience in a similar role in a 5 star hotel.
- Fluency in Mandarin.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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