Guest Relations Associate - Receptionist

Job description

Description

WHAT'S THE JOB

Your day-to-day

 

·  Consistently performs in a customer focused manner, where our guests receive prompt attention and personal recognition. Takes ownership of every guest request.
·  Continuously seeks to impress our guests and exceed their expectations.
·  Satisfies guest requests in a timely and personable manner.
·  Process wake up calls.
·  Maintain guests voice mail system and manual message system.
·  Fully familiar and up to date with all guest recognition programs.
·  Handle guest complaints.
·  Answer guest questions and resolve guest issues.
·  Communicates effectively and assists with all requests and queries.
·  Receive guest enquiries and appropriately handle and log through the HOTSOS system.
·  Liaise and follow up any actions required for guests.
·  Takes pride in service and guest satisfaction.
·  Consistently exhibits high performance standards.
·  Constantly tries to improve and perseveres despite obstacles.
·  Takes a proactive approach to the needs of our guests and colleagues.

PEOPLE

·  Ensures there is continuous flow of communication within, from and to the department and all barriers are removed.
·  Genuine, approachable and enthusiastic, displays a keen interest in different personalities and cultures.
·  Communicates effectively with all team members and relevant Hotel departments as required.
·  Responds to workplace changes with flexibility and optimism.

 

·  Has the ability to remain focused when deadlines, priorities and practices change.

 

·  Being rigorous and thorough is required to avoid any mistake.

 

FINANCIAL RETURNS

·  Consistently exhibits high performance standards.
·  Continuously identifies and suggests areas for hotel and departmental improvements.
·  Inform guest about internet & telephone charges and add it to the bill if necessary.
·  Be aware of functions, facilities, and events taking place in the hotel.
·  Consistently focuses on promoting the premium bedroom product, actively promotes all Hotel facilities (Food & Beverage, Meeting space, Garage, Spa).

 

RESPONSIBLE BUSINESS

·  Operates and performs in accordance with the hotel and departmental service and operational standards.
·  Ensures a clean, tidy work area that meets health and safety regulations. Respects rules of hygiene and security as well as the internal procedures.
·  Be fully conversant with all hotel emergency procedures.
·  Fully familiar with the Hotel product, facilities and services, marketing promotions and agreements.
·  Maintain all additional equipment required for all voice communication
WHAT WE NEED FROM YOU

·  A genuine desire to consistently create an engaging and luxury atmosphere for all of our guests at every opportunity and interaction with them.

 

·  An engaging and naturally confident personality that seeks to interact with guests and other associates

 

·  The ability to manage conflict, handle and receive negative feedback and at all times being able to maintain a friendly, empathetic demeanor during this high pressure touch points

 

·  The ability to lead and inspire others, you are a key component to owning the guest’s arrival and departure experience and as a result in your strive for perfection to do this you will need to be prepared to identify and address shortfalls in executing this and make changes to improve it

 

·  The ability to remain focused and committed when timelines, deadlines and priorities change – as we are in the people business the best laid plans will always change and you will need to be able to think on your feet and adapt accordingly

 

 

·  The ability to demonstrate True Hospitality at every opportunity and fulfil the role as an InterContinental Brand Ambassador.

 

·  To be an effective, efficient and confident communicator across all departments and at any level – we see you as the Guest Experience champion, therefore you have to be able to drive and communicate your passion to anyone, you want an exceptional guest experience and you have to make this known!

 

·  The ability to work as part of a team, hands on, across departments, in other areas and with an approach that you are happy to get involved to get things done

 

·  The ability to demonstrate an approachable open and friendly demeanor at all times, remaining calm under pressure and with the skillset and ability to proactively troubleshoot and offer solutions when necessary, recognizing when to escalate if required.

 

·  To have an open book approach, knowledge is power and it is important that you believe in sharing all of your gathered information and experience across the business so that all of us can benefit from it in order to deliver and to drive an exception guest experience

 

·  Without a doubt you are a motivated, confident, engaged, enthusiastic self-starter passionate about what you do!
HOW DO I DELIVER THIS?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels.

 

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

·  True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
·  True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
·  True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest needs

True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

 

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.