Guest Relations Officer

Role

This

role reports to the Duty Manager / Senior Duty Manager and is

responsible for the operational efficiency and serivce delivery of

the Front Office areas including Reception and the Club

Lounge.

Job

Responsibilities

1. Responsible

for a smooth operation at the Reception and Lobby area especially

during peak periods.

2. Provides feedback to

Management on the established guests' preferences and ensure a high

return percentage on return guest's ratio.

3.

Train and guide junior staff and monitor their

performance

4. Greet guests warmly upon arrival

and ensure a smooth check-in / check-out

process.

5. Performs cashiering

duties.

6. Performs room blocking and issuance

of room keys.

7. Handle guest inquiries and

requests, both in person and over the phone.

8.

Provide information about hotel services, amenities, and local

attractions.

9. Performs blocking of

rooms.

10. Coordinates with Housekeeping team on

room status.

11. Responsible for updating of

guest data and other information in the Opera PMS

system.

12. Upsells hotel room whenever

possible.

13. Handles guest complaints / feedback

in the absence of the supervisor.

14. Handles

other front office duties as and when assigned by

supervisor / manager.

15. Train and assist in

other sections operation, when necessary.

16.

Promote positive TripAdvisor reviews.

17.

Maintain a positive attitude and promote a team

environment.

18. Encourage a fun and inclusive

environment, creating an atmosphere where everyone feels

valued.

Requirements

Minimum 2 years' experience in same

capacity

Proficient in MS Word, Excel and

PowerPoint applications

Basic knowledge of

computer application

Knowledge of Opera

PMS