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Guest Relations Officer - Chinese Speaking

Job Brief

To look after Non-English speaking guests and therefore organizing their reservations, arrivals, in house stay, requests, departures.

DUTIES AND RESPONSIBILITIES:

  • To ensure materials is in place for Reservation, arrivals, in house stay, request, and departure
  • To organize Non-English speaking guest’s reservation, arrivals, requests, in house stay, and departures.
  • To follow up on Non-English speaking guests issues.
  • To ensure all customers requests are handle quickly and effectively
  • Check registration cards to ensure that all details necessary have been recorded.
  • Update all existing and new guests’ history files as and when new information arrives.
  • Monitor Guest comments cards and compile and distribute monthly guest comments.
  • Perform analysis of guests’ comments for management on a monthly basis.
  • Compile and effect mailing lists when required by hotel.
  • Prepare and send all compliments letters in reply to guests who have filled in the comments cards.
  • Keep any records required for back up and future reference.
  • Use communication tools in place to record in a diary or a trace book all pertinent events, which concern the guest during his/her stay at the hotel, i.e. Birthday, wedding, anniversary, wedding etc., and inform all the relevant departments for subsequent action. As advised by Guest Relation supervisor.
  • To participate in all Weddings / Honeymoons reservation information passed to the front desk and other relevant departments and ensure all rooms are assigned two days in advance to guest arrival.
  • To organize on a weekly basis the invitation for the Management cocktail.
  • To keep up to date the Hotel golden book by asking High Profile guest to sign it.
  • To look after the guest history by maintaining a system that keep record of preferences, comments and special needs.

CANDIDATE REQUIREMENTS:

  • Graduate/Diploma in Hotel Management
  • At Least 2 - 3 years of experience as a Front Office Agent/ Guest Relations Officer.
  • Effective communication skills and pleasant personality are a must
  • Possession of superior interactive skills is essential
  • Knowledge of Opera
  • Possession of basic computer operating skills – MS Office/Excel is desirable
  • Expected to regularly work long hours, on evenings, on week-ends, public holidays and during cyclonic weather
  • Previous experience in tourism industry would be an advantage

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