About the job

• To pro-actively build relationships with guests on behalf of the hotel through by involving the management team by way of introduction at key touch points such as arrival and departure, social spaces, drinking and dining, and events. To assign the management team members as guest contacts during their stays and visits to events and outlets.
• To maintain a presence in key areas of the hotel during times of guest movements, including but not limited to arrival & departure, meal times, special events, and other peak times
• To frequently evaluate the processes in Guest Services and the rest of the hotel and come up with new and innovative ways to deliver rare and intimate experience to our Guests
• To ensure that all Guest Services employees deliver the brand promise and provide exceptional guest service at all times.
• To ensure that Guest Services employees also provide excellent service to internal customers as appropriate.
• To assist in greeting and checking-in VIP and Long Stay guests, or to ensure that they are met by an Assistant Manager.
• To ensure that all Guest Services employees are aware of current promotions, policies and other important information.
• To ensure that all Guest Services employees are familiar with the hotel’s products and services.
• To implement consistent guest recognition programs and maintain a relevant guest history database.
• To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• To spend time in Guest Services areas during peak periods to ensure that the area is managed well by the respective team and delivers the brand promise.
• To ensure that guest history records are accurately maintained