Guest Relation Agent
Guest Relation Agent
Posted on :
29-01-2024
Employer Active
1 Vacancy
The job posting is outdated and position may be filled
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
Req ID : 2482023
-
About the job
Job Scope
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, Show we 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’s need, 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
- At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?
Employment Type
Full Time
Department / Functional Area
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
