Kamis, 29 Maret 2012

Guest Relation Officer Job Desc

Position:                    Guest Relation Officer
Level:                        1c
Reports to:                Assistant F.O.M
Responsible for:        Public Relations
Unit:                          Multi Unit

Main Role & Objectives:
Ø  Welcome clients and offer them quality service in order to gain their loyalty
Ø  Inform the guest concerning hotel and Dubai, organize excursions
Ø  Deal guest complaint
Ø  Guests & VIP’s follow up and welfare (Guest history)
Ø  Perform any other duties that may be assigned from time to time by supervisors in the both properties
Main Tasks & Responsibilities:
Ø  Welcome and provide any information for the guests and visitors whilst discreetly monitoring movement in the reception area·          Welcome and check in Groups and seminars
Ø  Ensure client well being
Ø  Co-ordinate guest needs with Bell Captain department
Ø  Make sure that clients feel « at home »·           In charge of the quality
Ø  Hotel visits and sight inspections
Ø  Fulfil the hotel’s client public relations function
Ø  Combine the achievement of quality targets with financial results
Ø  Follow room preparation in such a way as to ensure that client needs are met
Ø  Room check daily
Ø  Put the welcome presents in place
Ø  Have responsibility for the client file, he/she must ensure that it is always as accurate as possible
Ø  As the voice of the client, he/she is the special interface between clients and departmental managers
Ø  Look after VIPs and new clients
Ø  Combine the achievement of quality targets with financial results
Ø  Take part in preparing the Rooms Division budget in cooperation with the front office manager, reservation manager and sales manager
Ø  Promote F&B outlets and other services like banquet facilities
Ø  Have knowledge of all hotel services and inform the guests, whilst encouraging them to use them during their stay
Ø  Be aware of the location of the hotel and its environment and be able to direct the guest to and from the hotel
Ø  Assist guest with flight reservations and conformations
Ø  Assist the guest for any request concerning excursions, entertainment
Ø  Deal with local Tours Operators
Ø  Analyse client questionnaires, marketing reports and mystery client reports
Ø  Follow up client comments by trying to find a solution for every problem raised
Ø  Assist and participating actively in daily briefings with departmental managers
Ø  Work in close cooperation with reception, housekeeping, restaurant, banqueting, kitchen and sales departments
Ø  Attend departmental meetings and training programs
Ø  Have to carry out all the functions of a reception team member
Ø  Be able to replace receptionist and the Business secretary if necessary or help the bell service department
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