Guest Services Host
OMAN Hotels - Restaurants
Job description
General Responsibility
· Communicate in a friendly, tactful and professional manner with guest, suppliers as well as colleagues
· Be informed and keep your supervisor informed of all matters that may affect your work, the hotel’s service or reputation
· Always present a clean and tidy appearance in accordance with the hotel’s grooming standards
· Be flexible and open to change in your job responsibilities, work area and/or roster to meet business needs
· Be understanding, supportive, encouraging and helpful to guests as well as suppliers and your colleagues
· Care about your work environment and make sure it is tidy and well maintained
· Be reliable and ensure you are at work on time
· Know your role in case of emergency such as bomb threat, flood, fire etc
· Understand the Employee Handbook and comply with the standards it outlines
· Carry out all professionally reasonable instructions given by your supervisor
Technical Expertise
· Maintain a friendly, neat and pleasant image to the guests
· Prepare registration cards for arriving guests ensuring that they are correctly completed giving required information.
· Maintain accurate records and informs other department of arrivals, room changes, check-outs and special arrangement for VIP guests.
· Keep up date the current arrivals list and is familiar with on daily basis list of VIP, Returning and Suite’s guest.
· To check all VIP arrival room with Housekeeping Manager/Supervisor and make sure that everything is in order. (cleanliness/amenity)
· Meet and greets arriving guests and bid farewell to departing clients
· Escort VIP, returning, and Suite guests to the room
· Handles in room check in for VIP, returning, and Suite guests
· Updates and helps maintain accurate guest history records in order to give maximum service for returning guests
· Deliver personal recognition to Alila Link members whenever possible.
· Be able to handle any queries from Alila Link members.
· Be able to handle mail and messages.
· Be tactful to guests complaints, requests and enquiries
· To utilize guest comment card to give feedback and recommendations for product/service improvement
· Record all suggestions and comments from guests
· To actively sell the in-house facilities to guests
· Fully conversant with the hotels facilities and services
· To provide guest with up to date hotel information and events
· Understand all hotel promotion activities, eq special package, Alila Link etc
· Always be available to handle guest request and play the role of the “host” in the lobby and public area.
· To provide security and privacy of guests by keeping all guest’s information confidential unless otherwise instructed by guests.
· Maintain an active presence in the lobby
· To prepares required list reports.
· Able to conduct Hotel Tour at any time require.
· Greet and assist the guest with maximum courtesy and attention during their stay.
· To ensure maximum guests satisfaction through personnel recognition and prompt cordial attention throughout their stays.
· Checking VIP rooms and suite to ensure that all guest amenities are provided accordingly.
· To perform all duties within the Front Office Section as follows: Reception, Z-Line and Reservation.
· Assist the Duty Manager and Senior Guest Service Agents with their jobs.
· Courtesy call with minimum 10 in house guests to collect guest comments and observe guests’ needs
· To contribute to overall operational efficiency by performing other relevant duties assigned.
· Maintain logbook which is a vital communication tool among the Guest Relations officers working role and follow up
· To be fully conversant with operation and be able to confidently check-In / Check-Out and Manager Opera Folios.