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Guest Relations (Front Office Receptionist)

  • , United Arab Emirates
  • Unspecified

Purpose:


To create a unique point of contact for our guests, prior, during and after their stay; ensure that all preferences and requests are anticipated and met; offer undivided attention to all guests visiting Palazzo Versace and build lasting relationships by following our core values.

Duties & Responsibilities:
  • Comprehensive knowledge of the Hotel and Residences, including all departments, services and outlets
  • Ensure the lobby is clean, the furniture and newspapers look presentable at all times
  • Ensure lobby presence at all times
  • Provide a warm welcome and offer assistance to all guests entering the hotel
  • Conduct hotel tours every time it is required
  • Assist reception with arrival welcome amenities (wet towels, welcome drink) for checking in guests
  • Ensure cold and warm towels are always available, as per the number of arrivals
  • Raise purchase orders and requisition for guest supplies and office supplies
  • Keep track of pending orders and monthly requisition costs
  • Attend daily shift briefings and monthly communication meetings
  • Check the arrivals detailed report for the following day and day after to highlight special requests
  • Check guests profile and identify repeat guests
  • Prepare next day’s VIP arrival list
  • Check and action traces in Opera on arrival and departure as well as setting traces sensibly at all times
  • Liaise with Concierge and Butlers regarding guest requests prior and during the stay
  • Update guest preferences and guest feedback in Profile Notes
  • Prepare welcome letters for all arriving guests·Prepare special occasion cards (i.e. Birthday, Anniversary, Honeymoon) and deliver to the respective rooms
  • Prepare departure letters and deliver one day prior to check out date
  • Prepare amenities requisition for the following day
  • Check inspected rooms prior to arrival and ensure they are set up according to guest preferences
  • Conduct in-room check according to PVD standards (introduce hotel facilities, perform rooming) and handover MOP to reception team
  • Upsell hotel facilities
  • Enroll guests to IPrefer loyalty program
  • Assist with group registration when required
  • Monitor social media comments and encourage guests in a discreet manner to share their feedback
  • Perform any related duties and special projects as requested by Senior Management

QUALIFICATIONS:

  • Secondary Education or equivalent

  • College Diploma in Hospitality Management

  • Minimum of 2 years’ experience in a Receptionist/Guest Service or Guest Relations position at Front Office, preferably in an international five star hotel with more than 200 rooms


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