Guest Service Officer

Job description

Main Duties and Responsibilities:

Customer Service

· Delivers the brand promise and provide exceptional guest service at all times.
· Provides excellent service to internal customers as appropriate.
· Be familiar with the hotel’s products and services and policies.
· Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
· Maintains positive guest and colleague interactions with good working relationships.
· Personally, and frequently verifies that guests are receiving the best possible service during check-in and check-out.
· Ensures that guest history records are accurately maintained and all repeat guests are pre-registered

Financial

· Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.

Operational

· Answer hotel telephones courteously and efficiently following Hyatt Place standards.
· Meets and greets all guests and assists with registrations.
· Ensures the strict control of room keys.
· Assist guest with check in and check out processes (verifying registration, address and credit information, balancing bank, posting charges). Go above and beyond to provide assistance, i.e. assist with luggage, directions, wake up calls, future reservations, market etc.
· Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
· Provide information to guest and visitor inquiries; coordinates all guest requests for special arrangement of services, courteously and efficiently informs guests of hotel services, features and room amenities.
· Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
· Prepares welcome cards and keys for arrival FIT guests.
· Ensures accurate knowledge of hotels and the tourism in the city / country.
· Reports “Lost and Found” items.
· Works closely with other hosts in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
· Supports and embraces the spirit of “We work through Teams”.
· Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.

Other Duties

· Act with integrity, honesty and knowledge that promote the culture, values and philosophy of Hyatt Place. Displays dignity and respect of others at all times.
· Attends and contributes to all training sessions and meetings as required.
· Adheres to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
· Responds to changes in the Gallery function as dictated by the hotel and company and carries out any other reasonable duties and responsibilities as assigned.
· To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, including redeployment to other departments/areas if required, in order to meet business demands and guest service needs.

Desired profile

Qualifications :

Responsible to welcome all guests, ensuring they have an exceptional staying experience; creating lasting memories and building relationships. You will bring our purpose to life, by using your personal flair and style when interacting with our guests. Ideally you have a relevant degree or diploma in Hospitality or Tourism management. Minimum 2 years work experience in hotel operations. Good customer service, communications and interpersonal skills are a must.