Guest Relation Officer

7 days left

Location
Doha (QA)
Posted
02 Feb 2017
Closes
02 Mar 2017
Sector
Hotel
Job Level
Non-Management

Responsibilities and Obligations:

  • Implements the duties and responsibilities of the Guest Relations department according to the  Hotel's  policies and procedures in order to achieve customer satisfaction and to preserve the Hotel's 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.

Competencies:

  • Good command of English and 2 other languages
  • 3 years experience in 5 star hotels
  • Good knowledge in Microsoft Excel, Word, Outlook, Fildelio or similar PMS

Security, Safety and Health

  • Maintains high confidentiality in regards to guest privacy.
  • Reports any suspicious behaviour of guests and staff to the General Manager and Security.
  • Notifies housekeeper regarding lost and found objects.
  • Ensures that all potential and real hazards are reported appropriately immediately.
  • Fully understands the hotel’s fire, emergency, and bomb procedures.
  • Follows emergency procedures to provide for the security and safety of guests and employees.
  • Works in a safe manner that does not harm or injure self or others.
  • Anticipates possible and probable hazards and conditions and notifies the Manager.
  • Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct.

Interrelations: Liaises with all departments to ensure smooth operation and develops effective relationships with guests.

Work Conditions: Regular hours with extra times occasionally.