Guest Relations Executive

Job Detail

As the Guest Services Executive, you will be the first point of contact for our valued guests, providing exceptional service from the time they arrive till they are escorted to their rooms creating memorable experiences along the way. You will be stationed in the lobby awaiting guest arrival and facilitating all arrangements from the moment guests step in to the time they are settled in their rooms. Principal Accountabilities: 2.1 To perform the smooth operations of front desk including but not limited to check in, check out, currency exchange, room change, audit balances, daily reports, food and beverage service according to establish policies and procedures. 2.2 To assist all guests in a friendly, helpful and professional manner including but not limited to offering room orientation to all arriving guests or escorting guests to their destination within the hotel, attempting to use guest names at least twice during the engagement. 2.3 To liaise with Guest Services Manager or Executive regarding any complaints and to assist walk in guests with alternative accommodation in the event of a full house situation. 2.4 To inform other departments of arrival, room changes, check out and special arrangements. 2.5 To maintain comprehensive knowledge of standard reservations procedures to assist Reservations personnel in their absence. 2.6 To attend shift briefings to ensure hotel activities and operational requirements are known. 2.7 To ensure effective handover and takeover of shift, ensuring proper follow-up and resolution of all outstanding issues. 2.8 To attempt to upsell at every possible encounter, maximizing revenue. 2.9 To ensure complete guests database including obtaining guest's passport details, nationality, date of birth and email addresses. 2.10 To perform any other job task as reasonably assigned. Communication & Working Relationships: 3.1 Interacts with different departments.