Guest Experience & Quality Officer

• To ensure all welcoming, problem handling and departure procedures are carried out & adhered to as per brand standards & established hotel standards and procedures.

• Greet all guests personally & ensure that all guests receive a speedy, efficient check-in and check out.
• To ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• To ensure  Club members, VIPs, repeat guests consistently receive all benefits,  and  special recognition and service
• Review arrival lists and dossiers for all arrivals and VIPs , amenities, and special requests
• Inspects all VIP rooms prior to arrival
• Oversee maintenance of efficient repeat guest history system
• In-house facilities
• Perform such functions as to include:
• Enrollment to IHG Reward Program
• Priority Club and regular guest welcome letters
• Attending to special requests of guests
• Handling of direct inquiries relating to the operation of the hotel.
• Personally greet all clients entering the hotel  and accompanying them to either  the lift, conference rooms or  F&B outlets e.g restaurant.
• Talk with client to ensure satisfaction with their stay or function or any activity the client attended.
• Follow-up with client after event /lunch/dinner etc..to ensure that all was satisfactory, that they were properly treated, and to thank them again.
• To  record all requests/complaints of clients, handle the problem and ensure that the  guest is satisfied.
• To monitor on a daily basis the Guest Satisfaction .
• Respect established/ agreed time parameters in service, and provide a professional, discreet and personalized service at all times to all guests and visitors. Ensures guests’/ visitors’ satisfaction at all times
• To ensure that all operating equipments used under the Guest Relations Section are in good working conditions at all times, and report any damages to immediate superior
• To adhere to all IHG brand standards procedures.
• Help guest to book excursions, taxi and tour.
• To liaise with other department to resolve any guest problem.

       To keep accurate records of guests requests and complaints and the problem handling                     process.

• Perform any duties and tasks entrusted to you within the framework of your category, according to your skills and competencies

• .MUST HAVE
• Experience in Hotel Industry
• Excellent communication skills written and oral in English and French
• Flexibility to work at odd hours

Could be a definite advantage  minimun 2 years experience on Opera.