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
Provide a warm welcome to all guests on arrival
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.
Anticipate and service guest requirements before requests are necessary.
Build a rapport with all in-house guests, ensure guests are recognized and obtain specific individual preferences (likes/dislikes) in order to maintain guest history and a high level of communication within the department.
Assess opportunities and guest complaints, taking proper, prompt, corrective action to ensure the best possible satisfaction of the guest.
Perform analysis of guest's 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.
Candidate Requirements :
Preferably Diploma/Degree in Hotel Management
At Least 2 - 3 years of experience in a similar role in a 5 Star establishment
A passion for delivering exceptional levels of Guest service
Effective communication skills and pleasant personality
Fluent in German; Russian; Arabic; Chinese; Italian; Spanish)
Island experience is a requirement
Ability to multi-task while maintaining a positive attitude
Possession of superior interactive skills is essential
Knowledge of Opera
Previous experience in tourism industry would be an advantage
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