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Job Description
- Meet, greet and direct Guests who enter the lobby area.
- Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements.
- Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner.
- Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations.
- Manage, record and resolve promptly Guest or customer complaints.
- Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge.
- Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate.
- Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest.
- Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget.
- Maintain good communication and work relationships in all hotel areas.
- Maintain staffing levels to meet business demands.
- Attend all Reception meetings and Executive Lounge Meetings.
- Comply with hotel security, fire regulations and all health and safety legislation.
- Act in accordance with policies and procedures when working with front of house equipment and property management systems.
- Assist with other departments, as necessary.
Job Requirements
- Bachelor Degree as Minimum.
- Minimum 3 years experience at 5 Star hotel at Rooms Operation / Previous managerial experience in a customer service function.
- Fluent English Language is a must / Additional Language is Preferred .
- Excellent Grooming Standards.
- Excellent Interpersonal / Communication skills.
- Excellent Computer Skills.
- Excellent Ability of Problem Solving.