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.
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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