Guest Relation Agent

Key Responsibilities

• Enhances personal recognition and prompt attentions to guests from their arrivals through their departure.

• Checking guest profile

• Preparing guest registration card

• Calling guest by name

• Escorting the guest to his room upon arrival.

• Calling guest during his stay

• Bidding farewell upon departure

Provides VIPs and SCC members the specials treatment they except.

V 1 level

V 2 level

V3 level

V4 level

SCCs treatment

SCCe treatment

SCCa treatment

First timer treatment

• Updates Guest History files on a regular basis.

Updating guest preferences

Updating guest profile

Updating VIP levels

Updating guest remarks(GSS)

Reviews next day's arrivals for unsuspected VIPs

Checking next day arrivals for unexpected VIPs

• Prepares and supervises the distribution of guest amenities, welcome letters and fruit baskets.

• Preparing SCC welcome letter

• Preparing first timers welcome letter

• Preparing club floor welcome letter

• Preparing pull out form

• Escorts SCCMs and VIPs to their allocated rooms.

• Escorting SCC members

• Escorting first timers

• Escorting top VIPs

• Plans for unexpected VIP arrivals

• Preparing amenities for unexpected VIP arrivals

• Attends to guest's need, queries and requests promptly.

• Attends to guest need

• Attends to guest queries

• Promotes hotel facilities whenever possible.

• Handles guest complaints immediately and follows up on action thoroughly

• Assists in compiling and analyzing departmental expenditures.

• Reports daily activities in logbook.

• Reporting in log book

• GR check list

• Inspects amenities set up in guestrooms.

• Checks guest room

• Abides set standards of conduct, dress, appearance and posture.

• Maintains effective employee relations within the Guest Relations Department.

• Complies with hotel's Health, Safety & Hygiene policy.

• Complies with hotel health

• Complies with hotel safety

• Complies with hotel hygiene

• Performs related duties and special projects as assigned.

Customer Service

• Demonstrate service attributes in accordance with industry expectations and company standards including:

Being attentive to Guests

• Accurately and promptly fulfilling Guests requests

• Anticipate Guests needs

• Maintain a high level of knowledge which affects the Guest experience

• Demonstrating a 'service' attitude

• Taking appropriate action to resolve guest complaints

General

• Comply with the Company's Corporate Code of Conduct

• Familiarize yourself with the company values and model desired behaviours

• Perform tasks as directed by the Manager in pursuit of the achievement of business goals