Guest Relations Officer

The Guest Relations Officer is responsible to look after the guests and therefore organising their reservations, arrivals, in house stay, requests and departures.

DUTIES & RESPONSIBILITIES

Responsibilities and duties for this position shall include, but not limited to the following areas and activities. At Management discretion, direction may be given for tasks outside the scope of work described.

• To ensure materials is in place for reservation, arrivals, in house stay, request and departure.
• To organise guest’s reservation, arrivals, requests, in house stay and departures.
• To follow up on guests issues.
• To ensure all customers’ requests are handling quickly and effectively.
• Check registration cards to ensure that all details necessary have been recorded.
• Update all existing and new guest’s history files as and when new information arrives.
• Use communication tools in place to record in a diary or a trace book all pertinent events, which concern the guest during his/her stay at the hotel, i.e. Birthday, wedding, anniversary wedding etc., and inform all the relevant departments for subsequent action.
• The Guest Relations Officer should make a very good impression.  She/he should be a smiling, welcoming and warm person.  She/He should represent the first contact with guest and we have just one chance to do a first good impression.
• To organise on a weekly basis the invitation for the Management Cocktail.
• To keep up to date the Hotel Golden Book by asking High Profile guest to sign it.
• To participate in all hotels visit when required.
• To participate in all Eductours when required.
• To look after the guest history by maintaining a system that keep record of preferences, comments and special needs.
• To comply with all company and local laws regarding Fire, Health & Safety Procedure.
• To participate in any training sessions of the aforementioned.