GUEST SERVICE OFFICER - GRAND CLUB

Summary

To provide courteous, professional, efficient, and flexible service consistent with the hotel’s policies to maximize guest satisfaction. To be entirely flexible and able to rotate within the different sub-departments of the Rooms division or any other departments as assigned and as necessary.

To ensure that the guests are offered the highest level of personalized service at all times, report guest complaints or problems to supervisors if no immediate solution can be found, and ensure follow-up with guests. Awareness of hotel activities and a proper handover of the pending points for the next shift’s follow-up and action is crucial.

Be aware of all hotel services, facilities, and promotions, as well as be knowledgeable of upselling techniques. To balance the cash report and remittance envelope at the end of the shift, perform opening and closing procedures, and ensure that the Assistant Manager – Front Office signs all rebates and paid-out vouchers with a clear explanation. To check and update the allocation of rooms for all guests and follow up on the unique requirements requested by the guests. Maintaining regular contact with long-stay and suite guests ensures their stays are enjoyable.

General responsibilities are to maintain a high standard of grooming and hygiene, as well as maintain a good rapport and working relationship with colleagues and all other departments. Full support to Supervisors and teams is essential for any other reasonable duties and responsibilities assigned.

Qualifications

You are responsible for welcoming all guests, ensuring they have an exceptional stay experience, creating lasting memories, and building relationships. You will bring our purpose to life by using your flair and style when interacting with our guests. Ideally, you have a relevant degree or diploma in Hospitality or Tourism management and a minimum of two years of work experience in hotel operations. Good customer service, communication, and interpersonal skills are necessary.