To provide professional and personalised service to all guests specifically VIP's, Club Elite members, long stay guests and repeat guests. To provide recognition and consistency to achieve guest satisfaction.
Key areas of responsibilities:
1)Be able to perform all the duties of a receptionist/cashier
2)Escort arriving guests to their rooms and be able to explain and promote all hotel services.
3)To practice gracious hospitality and promote goodwill by being friendly, courteous and helpful to all guests, managers and fellow associates at all times.
4)Work flexible hours on a shift basis in accordance with the departmental rota.
5)Due to the nature of our business understand that work schedules and demands of the position may vary from time to time.
6)Have knowledge of hotel rates, packages, discounts and vouchers.
7)Adhere to the hotel credit policies and cash handling procedures.
8)Have sound knowledge of room types and locations within the hotel.
9)Always use the correct telephone etiquette.
10)Be able to perform all Business Centre duties and cover the Business Centre in accordance to the departmental rota.
11)Ensure that a good relationship is kept with all other departments.
12)Perform any reasonable request made by management.
13)Handle any guest problems or complaints in a professional and hospitable manner. Ensure they are resolved and followed through using the LEARN process.
14)Actively participate in and support the Guest Response program.
15)Understand the Hotel's Fire and Safety procedures. Undergo fire training every quarter.
16)Maintain high standards of personal hygiene and wear proper uniform at all times. Adhere to the hotel's grooming standards as stated in the associate handbook.
17)Have a thorough knowledge of the Hotel PMS system, telephone systems, vingcard key system, Guestlink, PDQ and pagers. Know who to report hardware and software problems to.
18)Recognise VIPs by using PMS and Guestware.
19)Allocate VIP rooms prior to arrival striving to fulfil guest preferences.
20)Liase throughout the shift with Front Desk Manager and Rooms Controller.
21)Inspect VIP rooms prior to arrival for gift display and cleanliness.
22)Room all arrivals.
23)Liase with Room Service and Housekeeping regarding preparation for VIP rooms.
24)Maintain repeat guest profiles and records.
25)Check correspondence daily via cc: mail and pigeonhole, file accordingly and use to prepare daily VIP sheet.
26)Ensure long stay guest receive regular gifts.
27)Provide courtesy calls to all new arrivals in the evening to ensure guest satisfaction.
28)Answer by letter, Guest Satisfaction Surveys and Guest Alerts.
29)Communicate VIPs at 9am stand up meeting.
30)Provide information on VIPs at shift brief.
31)Participate and provide 15-minute training for Front Desk and Concierge.
32)Participate in Service Excellence checks.
33)Be visible in the lobby.
34)Have basic knowledge of inventory and budget for Guest Relations.
35)Assist with compiling the Guest Relation quarterly report.
Job Details
| Date Posted: | 2013-02-05 |
| Job Location: | Jordan |
| Job Role: | Customer Service |
| Company Industry: | Hospitality/Tourism/Travel |
Preferred Candidate
| Career Level: | Entry Level |
| Nationality: | Jordan |
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