Guest Experience Specialist

Front Office OperationAssist guests with check in and checkout, as well as other cashiering dutiesReview arrival lists and prepare compendiums prior to guests’ arrival and check-into system if necessaryWelcome guests on arrival, register and issue room keys according to departmental standards and proceduresEnsure that members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service. Prepare and send welcome cards and amenities to room prior to guest arrivalLiaise closely with other relevant departments to ensure that guests requests and needs are metUpdate and maintain repeat guest history systemPromote Inter-Hotel sales and in-house facilities according to departmental standards to maximize revenueHandle guests’ complaints and comments tactfully and efficientlyHandling guests’ mails, messages, and answering of phone callsMaintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosedBe vigilant in regard to in-house credit matters and act upon any discrepanciesAlert Security or Duty Manager of suspicious looking person(s) / articlesOther ResponsibilitiesMaintain complete knowledge of all food & beverage services, outlets and hotel services/featuresBe fully conversant with hotel fire & life safety/emergency proceduresAttend all briefings, meetings and trainings as assigned by managementReport for duty on time wearing clean and complete uniform at all timesMaintain a high standard of personal appearance and hygiene at all timesPerform other reasonable duties assigned by the Management of the Hotel