Job Description

Responsibilities

Communication of hotel & company philosophy and internal hotel representation. Have an in-depth knowledge of the hotel and the geographical layout of the city / surroundings. Knowledgeable about all VIPs in-house, hotel functions, and special events. Collect feedback on VIPs daily via sources like Google, Opera PMS, briefs, and distribute this information within the hotel through reports, newsletters, etc., updating guest profiles accordingly. Welcome, facilitate, and bid farewell to as many guests as possible. Ensure top VIPs are welcomed upon arrival, escorted to their rooms, and bid farewell upon departure. Coordinate with FOM and GM to prepare tailored guest itineraries for top VIPs and manage VIP greetings and departures in advance. Gather comprehensive information about guestsaEUR(TM) stays for inclusion in guest history records. Assist visitors with general information, internal promotions, and directions. Handle guest complaints and requests courteously and efficiently, coordinating with relevant staff to ensure satisfaction. Maintain records of complaints and requests, follow up, and inform relevant departments. Perform special projects and other duties as assigned. Engage with guests throughout the hotel by recognizing and interacting with them appropriately. Attend and participate in daily briefings as scheduled. Report hazards immediately and ensure they are rectified. Provide guests with information about hotel services and promotions. Inform senior management of any unusual circumstances affecting guest service and expectations. Make decisions regarding upgrades, comps, and rebates following hotel policies. Participate in training programs. #J-18808-Ljbffr