PRIMARY OBJECTIVE OF POSITION
To ensure that all guest needs are met and that their expectations are exceeded. To attend guests courteously and deal promptly with their requests and queries. All work is carried out in line with the hotel s guidelines.
TASKS, DUTIES AND RESPONSIBILITIES
PROVIDE COURTEOUS ASSISTANCE WITH GUEST RELATIONS, ROOMING AND LUGGAGE
Checks the daily arrival list
Consistently offer professional, friendly and engaging service
Assist guests regarding hotel facilities in an informative and helpful way
Follow department policies, procedures and service standards, including all safety policies other duties as assigned
Maintains effective communication with all related department to ensure a smooth service delivery.
Extends personal service and attention to all guests, with particular emphasis to VIP Guests.
Maintains a good working relationship with Guest Relations Officer, Guest Service Agent and other members of the Atana Team.
Maintains latest knowledge of the hotel and local services, supplies information and responds to guest queries.
Maintains awareness of guest profiles through Opera guest profile system.
Deals promptly, efficiently and pleasantly with any queries.
Daily printing, reviewing of arrival and VIP list.
Promotes hotel sales and in-house facilities.
Establishes, promotes and maintains good public relations and enhances sales for the hotel at every opportunity
Can balance a tray with glass of welcome drink (Lobby Hostess)
Courteous and cordial to guests while distributing the drinks and collecting the glasses (Lobby Hostess)
Stands at the lobby for long period of time (Lobby Hostess & Guest Relations Officer)
Handles courteously all guest concerns
Hotel facilities concern
Stands from time to time to handle guests concern (Guest Relations Officer and Travel Desk)
Responsible for handling guest s quarries on sights and tours (Travel Desk)
Taking full responsibility for the provision of assistance to hotel guests when determining destination, mode of transportation, travel dates and financial considerations as required (Travel Desk)
Multi-tasking and producing accurate documents and daily, monthly reports as requested (Travel Desk)
Answer the office telephone main line within three (3) rings and direct the calls as required
KNOWLEDGE OF FRONT OFFICE TECHNOLOGY
Is able to operate office equipment like telephone, computer, printer and other job-related machineries.
SECURITY, HEALTH AND SAFETY
Ensures that guest details are not disclosed
Maintains high confidentiality in regards to guest privacy
Reports any suspicious behavior of guests and staff to DM or AFOM and Security.
Notifies DM & AFOM and Executive Housekeeper regarding lost and found objects.
Ensures that all potential and real hazards are reported appropriately immediately to the DM & AFOM.
Fully understands the hotel s fire, emergency, and bomb procedures
Follows emergency procedures to provide for the security and safety of guests and employees
Works in a safe manner that does not harm or injure self or others.
Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations
Anticipates possible and probable hazards and conditions and notifies the Duty Manager
Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct
Show involvement and be interested in environmental and/or social issues by participating in hotel and departmental activities related to the environments save.
Acquires and uses information from the DM/AFOM updated database of regular guests and VIP guests to provide personalized service
Welcomes and escorts guests upon arrival; exhibits courteous manners
Promotes the Atana Hotel by inviting guests to return
Maximizes customer satisfaction and utilization of hotel facilities by promoting hotel restaurants and other services to customers
Keeps self-updated on all local events, sights, restaurants, activities etc., in order to provide customers with updated information, and assistance
Provides guests with hotel brochures, local maps, and restaurant menus as requested, and refers them to the Concierge for further information
Knows the names of key people within The Atana Hotel Group.
Uses the right approach to respond to negative comments and complaints; and notifies DM & AFOM, and appropriate Department Head immediately for appropriate follow-up.