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