Guest Relation Executive

APPLICANTS WITH 1 - 2 YEARS OF SIMILAR EXPERIENCE IN ANY BRAND HOTELS ARE CONSIDERED

Administration

• Prepare the daily guests amenity list and distribute it to the respective department.
• Print and distribute guests Special remarks report (based on profile notes and previous history)
• Check the previous nights no show and pull-out amenities accordingly.
• Updates and maintains all guests history files.
• Prepare welcome letters VIP folders for all VIP guests.
• Prepare special guests letter (i.e. Birthday, Anniversary, Honeymoon etc).

Operational

• Order and ensure timely delivery of amenities for all arrival and in house VIP and Suite guests.
• Inspect the rooms of all VIP and Suite guests prior to their arrival at the hotel.
• Cover shifts on the guest services desk in accordance with duty roster.
• Cover shifts on the lobby duty in accordance with duty roster, these duties will include the welcoming and rooming of arriving VIP and Suite guests
• Attend to special requests made by VIP and Suite guests prior to, during or after their stay.
• Print and action Guests Relations trace report.
• Meet and escort arriving guests to their rooms whenever possible after the registration. Procedure has been completed at the front desk.
• Carry out courtesy calls to VIPs and Suites.
• Assist in the writing and maintenance of guests history.
• Provide tours of the hotel and its facilities as requested.
• Assist guests with general inquiries about the hotel and its facilities, as well as daily events and functions.
• Assist with group registration when required.
• Ensure the Guest Relations desk / lobby is covered at all times
• Maximize revenue by participating in upsell programs.

Financial

• Work towards maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests.
• Take advance payment guarantee on check-in for all guests according to the Hotels Credit Policy.
• Ensure that care is taken in the handling of all operating equipment so as to minimize breakage/damage.
• Ensure all bills are checked for accuracy prior to presentation.
• Adhere to all Millennium cashiering and cash handling procedures at all times.
• Demonstrate knowledge of individual contribution to department objectives.
• Suggest to manager or departmental trainer any training needed to enhance performance.

Appearance & Presentation

• Uses positive body language
• Personal presentation reflects positive & professional image
• Adheres to company and departmental grooming standards

Communication

• Seeks first to understand & then to be understood
• Listens actively and process information before responding
• Communicates verbally in clear and concise manner using English
• Written communication skill is appropriate for the needs of position

Work Practices

• Follows standard operating procedures and policies
• Accepts direction willingly and supports managers decision
• Keeps work area clean and organized
• Follows safe and healthy work practices

Decision Making / Problem Solving

• Proactively identifies and willingly accepts responsibility for solving problems
• Thinks creatively to identify solutions
• Offers alternatives where appropriate

Integrity

• Is honest and sincere in dealings with customers and colleagues
• Treats all colleagues and customers with respect and does not discriminate against others

Teamwork

• Works positively with others and contributes actively to promote a healthy team spirit
• Assists others willingly
• Values differences within the team

Others

• Perform any related duties and special projects as requested by the Front Office Manager/Assistant Front Office Manager/Team Leader.
• Comply with the Hotels health, safety and hygiene procedures and products.
• Be aware of the Hotels fire and emergency procedure.
• Carries out any other duties and responsibilities as assigned.