Guest Relations Officer

Job description

THE POSITION

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

KEY ROLES & RESPONSIBILITIES

·  Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
·  Ensure all members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service
·  Meet and greet VIP guests personally
·  Liaise closely with Concierge, Butler and Sofitel Club for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
·  Prepare compendiums prior guest arrival and check-into system if necessary
·  Maintain close contact with Airport Concierge for new arrivals and departures
·  Update and maintain repeat guest history system
·  Promote Inter-Hotel sales and in-house facilities
·  Send prepared welcome cards and amenities to room prior to guest arrival
·  Attend to special requests by guests
·  Handle guest complaints and refer them as necessary, follow up on corrective action
·  Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
·  Prepare requisitions for amenities on a timely basis
·  Participate in regular meetings for all Guest Relations team members, Butlers and Sofitel Club staff to facilitate communications and smooth operations
·  Adhere to OH&S policies and procedures
·  Performs related duties and special projects assigned

PERSONAL ATTRIBUTES

·  Strong written and verbal communication skills in English
·  Able to develop rapport with colleagues and management staff
·  Ability to work cohesively with co-workers as part of a multi-cultural team
·  Ability to focus attention on guest needs, remaining calm and courteous at all times
·  Ability to promote positive relations with guests and patrons
·  Able to exercise good judgment with difficult guests

 

QUALIFICATIONS

·  Degree from School for Tourism & Hotel Management

 

EXPERIENCE

·  Minimum 1 years Guest Relations experience preferably in a four or five-star hotel ","datePosted":"2020-11-09T12:06:12.305Z