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BriefCase

Guest Relation Executive Job in Rosetta By Ferns

Guest Relation Executive

Rosetta By Ferns 4+ weeks ago
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Job Summary
    JOB SCOPE:
  • To make our guests feel welcome and ensure they have a pleasant and comfortable stay at our resort
  • To provide high-quality service to our resort guests. Address guest concerns if any and go the extra mile to make sure our they are satisfied
  • Will serve as a primary point of contact for our resort guests
  • Will ensure the guests enjoy themselves and plan to come back to our resort
  • Coordinate their check-ins to assigned rooms and informing them about the resort s facilities
    General Responsibilities:
  • Demonstrates pride in the workplace with a high level of commitment towards achieving organizational objectives
  • Consistently treats all Guests and colleagues in a polite, helpful and courteous manner
  • Have in-depth knowledge of our product and competitors
  • Communicate well to ensure effective shift handover
  • Actively participate in organized meetings
  • Interact with department and resort staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two-way communication
    Specific Responsibilities:
  • Provide luxury guest service experiences for clients throughout their stay
  • Ensure guests receive an exceptional arrival experience as per the resort s brand standards
  • Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
  • Coordinate luggage collection and storage
  • Oversee check-in and check-out procedures, including reservations and financial transactions
  • Promptly address guests requests, like minibar consumption, in-room dining, etc.
  • Actively listen to and resolve guest complaints
  • Ensure special guests, like differently-abled people, elderly, children, and VIPs, receive personalized service
  • Inform guests about resort facilities including dining options, activities, spa, boutique, etc.
  • Liaise with Housekeeping and F&B staff to provide an overall comfortable guest experience
  • To ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival to departure
  • To ensure members consistently receive all benefits, repeat guests and other VIP s receive special recognition and service
  • Review arrival lists to welcome guests, greet all guests personally
  • Liaise with other departments and necessary outside contracts to ensure excellent service delivery
  • Oversee maintenance of efficient repeat guest history system
  • Attending to special requests by guests
  • Handle guest complaints and refer them as necessary, follows up on corrective action
  • Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
  • Provide information about amenities, area, and venues and promote services
  • Anticipate guest needs and build rapport with guests
  • Responsible for achieving a score of 90% in RENARD audit for Front Office operations and take necessary action for the shortcomings for standard compliance
  • Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages), etc.
Experience Required :

Fresher

Vacancy :

2 - 4 Hires

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