Key Responsibilities:
ï· Communicates effectively and genuinely with guests, team members and other departments.
ï· Always maintains a friendly and caring demeanor in a fast-paced environment.
ï· Always maintains a professional image that falls within the hotel and company guidelines for appearance and dress.
ï· Demonstrates teamwork by co-operating and assisting colleagues as needed.
ï· Greets and welcomes every guest upon arrival.
ï· Becomes informed of events/functions in the hotel during shifts.
ï· Promotes hotel services, facilities and outlets, provide guest with information such as local attractions and directions to increase guest satisfaction.
ï· Resolves guest complaints to the satisfaction of the customer by being guest centric, friendly and caring. Communicates to Management any problem, complaint or unhappy guest.
ï· Is intuitive to guest needs, anticipates needs in job performance, being proactive instead of reactive.
ï· Responds quickly to all guest requests in a caring friendly and professional manner, consistently follow up to ensure guest satisfaction that meets and exceed our services standards.
ï· Stays current with developments in the hotel by reviewing the communication logbook each shift; updates logbook for next shifts as well as communicate effectively the policies and procedures to other team members of the hotel
ï· Has knowledge of and assist in all emergency procedures as required.
ï· Attends all mandatory meetings and training classes.
ï· Has knowledge of the names, titles and positions of key people within the hotel.
ï· Has knowledge of the hotel surrounded area, such a pharmacy, theaters, Public Transportation, Retail, and Restaurants etc.
ï· Completes all checklists as assigned.
ï· Rooms guest using the bellman script for informing guest about the hotel and our facilities
ï· Delivers faxes, messages, packages and flowers for guests, and undertakes any other requests to ensure their comfort
ï· Observes any maintenance or housekeeping needs in corridors, lobby and guest rooms and reports needs to Front Office Supervisor
ï· Is aware of daily group arrivals and departures
ï· Ensures the efficient delivery and collection of group luggage
ï· Assists guests to bring luggage from room to hotel entrance