Guest Relation Officer Job description
Job brief
The role of the Guest Relations Officer is to provide a high level of support and information to guests at the Hotel’s front desk and handle enquiries relating to reservations.
Responsibilities
- Meets and greet all guests upon arrival and departure.
- Escorts VIP guests to their allocated room and explain the facilities and room features.
- Maintains regular contacts with the guests.
- Obtains guest feedback on their stay in the hotel. If complaints, takes immediate actions to remedy solutions.
- Records daily activities and complaints in the guest relations logbook and informs the respective department heads for immediate actions.
- Assists all guests utilizing the Executive Lounge.
- Works closely with the Food and Beverages team specially Room Service Team and Executive Lounge Team.
- Promote all our outlets and any special promotions going on. Especially promote Restaurant for all Half Board guests .
- Be thoroughly familiar with the hotel procedures and policy concerning reservations, room’s assignments, room charges and credit facilities.
- Attends to all the secretarial needs of guests after the opening hours of the business Centre.
- Ensures that all the facilities are available to the guests.
- Greets guests upon arrival and bids farewell upon departure.
- Ensures that, whenever possible, guests receive personal recognition.
- Inspects VIP room status and amenities in good order prior to guests’ arrival.
Requirements
- Minimum 21 years of age.
- Experience in a fast-paced, high-end hospitality environment
- Clean and professional appearance
- Ability to work a schedule that includes weekends, some holidays and evenings as necessary.
- Experience as a restaurant or hotel seating host/hostess or concierge is a plus
- Intermediate computer skills; experience with CRM or other database system or restaurant reservations or table management system preferred
- Knowledge of the Napa and Sonoma Valley and local attractions
- Foreign language skills are a plus
- Experience in cash register operations.
