Guest Relation Officer

Doha (QA)
08 Oct 2016
05 Nov 2016
Job Level
  • Implements the duties and responsibilities of the Guest Relations department according to the Ezdan Hotel & Suites policies and procedures in order to achieve customer satisfaction and to preserve the Ezdan Hotel & Suites quality standards.
  • Ensures the guest receives the adequate services as per the original request and that concerned departments are aware of any necessary requirements.
  • Ensures those known repeated guests and other VIP’s receive special attention and recognition.
  • Handles effectively all guest complaints and convert the guest into a repeated customer.
  • Fulfils all shift tasks list such as preparing pre-registration cards, personal welcome letters, VIP guest amenities, special wishes and needs requested in advance, transfers and airport pick-ups, flight ticket confirmation…
  • Co-ordinates proper actions with other departments and informs Guest Services Manager accordingly.
  • Monitors maintenance requests and regularly inspects guest rooms, corridors, lobby, public toilets, etc. to ensure proper maintenance and cleanliness.
  • Ensures the Guest Relations areas are maintained in excellent condition and cleanliness.
  • Follows up with the different concerned department in order to deliver the correct service on due time as per the Bavaria Hotels International policies and procedures.
  • Develops effective relationships with guests in order to create optimal business opportunities for the hotel.
  • Calls on regular basis guests in house and develops on going guest contacts through seasons greetings, birthdays, special events and activities.
  • Works closely with the Housekeeping department to turn rooms around with a minimum of lost time and to allocate arriving guests to accommodation.
  • Maintains a close coordination with other departments such as Front Office, Housekeeping, Food and Beverage, Sales and Engineering.
  • Maintains an up to date knowledge of the hotel and local services, supplies information and responds to guest queries.
  • Keeps an updated guest profiles through the guest profile system.
  • Deals promptly, efficiently and pleasantly with any queries.
  • Applies the standards of appearance and hygiene on all staff.
  • Blocks rooms and communicates with F & B for VIP treatments following the standard procedure.
  • Ensures groups are met and checked-in with welcome drinks and hand towels etc.
  • Compiles and sends to the limousine company a list of all guests with a transportation requests to / from the hotel.
  • Maintains awareness of sales opportunities, maximizes revenue, meets and exceeds guest expectations.
  • Promotes inter-hotel sales and in-house facilities.
  • Establishes, promotes and maintains good public relations and enhances sales for the hotel at every opportunity.
  • Passes sales leads to the Sales Department.
  • Knows and uses the company marketing programs and be fluent in the use of these programs.
  • Knows the operational use and available facilities of the PMS.
  • Be thoroughly familiar with the Hotel’s emergency procedures.
  • Co-operates in the performance of any reasonable task requested by the management.
  • Adheres to all hotel policies and procedures.