Guest Relation Officer (Club Lounge Attendant)

Primary Responsibilities

• Review Executive guest rooms arrival list on daily basis.

• Perform check-in, check-out for Executive guests at the Executive Lounge following brand standards, including escort to room after check-in and farewell at check-out.

• Knowledgeable about Executive lounge benefits, hotel services and facilities.

• Coordinate with other departments to make sure all of guests’ requests are fulfilled.

• Perform personalized touch when possible to increase the guest’s satisfaction.

• Prepare registration cards for check-in 24hr prior to guest arrival.

• Coordinate with other departments to make sure all of guests’ requests are fulfilled in a timely manner.

• Perform personalized touch when possible to increase the guest’s satisfaction.

• Communicate well to ensure effective shift hand-over.

• Bring best practice to the attention of department, shares new ideas that have been read about or discovered.

• Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments.

• Communicate well to ensure effective shift hand-over.

• Be open to new ideas and make changes in the job and routine as required.

• Get to know the guest personally and recognize their preferences in food and beverage.

• Has thorough knowledge of hotel facilities including the timings, charges, F&B products served in different outlets and offer assistance to place orders.

• Has good knowledge of the city to be able to offer suggestions if required.

• Reports any health or safety hazards to Executive Lounge Supervisor.

• Ensures that all duties are carried out following hotel’s policies and guidelines.

• Recognise guests as they arrive and escort them to their seats, deliver service and communicate with guests to measure their satisfaction levels.

• Handling guests’ complaints or issues.

• Maintain the quality of equipment and keep workplace tidy.

• Establish and maintain the positive working relationship among team members and the management team.

• Track and control inventory on daily basis.

• Coordinate with other team members when organising any event in Executive Lounge.

• Complete other responsibilities as assigned.

Knowledge and Experience

• Bachelor degree in hospitality.

• Excellent English skills, a third languages will be an advantage.

• Minimum of 1 year of relevant experience in the hotel industry.

• Strong working knowledge of Opera, Microsoft Outlook, Microsoft Office

Competencies

• Good interpersonal skills with ability to communicate with all levels of employees

• Service oriented with an eye for details

• Ability to work effectively and contribute in a team

• Good presentation and influencing skills

• Understand and anticipate guests’ needs, being attentive and take ownership of getting things done.

• Knowledgeable, share stories and show your style to create moments that make people feel special.