Guest Relations Officer

Duties and Responsibilities:

• Acts as a liaison with all hotel guests requiring special needs and requirements
• Meets all VIP, long stay, suite guests and Fans of MO
• Greet and escort all guests promptly to their rooms
• Responsible for physical inspection of all VIP rooms, prior to arrival
• Coordinates all VIP Amenities with Executive Office for Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales
• Address special guest preferences recorded in guest history profiles
• Stay current with developments and procedures in the hotel by attending daily Front Office briefings and reviewing the Front Office communications board regularly
• Provide quality service with colleagues to the guests by responding to requests promptly, efficiently and courteously during check-in, check-out and throughout the guest’s experience
• Arrange fulfilment of guest services by working with the Concierge, Housekeeping, Telephone, Reservations and Room Service colleagues
• Handle guests incoming and outgoing correspondence, (facsimile, messages, mail)
• Perform assistance to guests in all hotel areas
• Demonstrate teamwork by cooperating with and assisting colleagues as needed
• Responsible for maintaining the highest quality database relating to Guest History and implementing guest recognition programs in line with MOHG guidelines
• Accountable for results from Guest Database audit, Guest Satisfaction survey and MOQA inspection, in areas relating to Guest Recognition Program
• Liaison with VIP guests for private business meetings in suites/function rooms
• To ensure that the hotel’s credit policies are adhered to at all times.
• To be fully conversant with the hotel’s services and facilities i.e. restaurants and spa etc. and to actively promote and up sell these.
• To be present in the lobby to identify local dignitaries, and other VIPs and to inform the necessary departments of their presence.
• To ensure that the statement of allocated/blocked rooms is sent to the Housekeeping and Amenity Services Departments, and to ensure that all amenities and special requests are in place.
• To ensure that all returning guests are pre-registered and welcomed according to the hotel’s Guest Recognition program.
• Assist in Guest History duties as necessary.
• Ensure to protect guest information
• Perform any tasks as assigned by the Management