Guest Services Officer

Job Description

• To offer a warm welcome to all guests and to ensure that they enjoy their stay being offered the finest personal service.
• To personally greet and escort the guests rather than pointing out directions.
• To respect the privacy of the guests and the confidentiality of the information.
• To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.
• To call the supervisor or manager for advice in serious cases or if an approval is required.
• To share daily activity highlights with the supervisor and manager including internal and external guest opportunities.
• To be aware of and to report all guest comments or complaints.
• To be aware of all VIPs visiting or staying in the hotel.
• To do a proper cashier closer and to ensure a complete handover between the shifts.
• To be aware of forged currency and travellers checks and to respect all the financial and audit procedures.
• To check the departure lists and to ensure check-out times are respected.
• To properly use all the equipment and Fidelio management system, to have a perfect knowledge of the set ups.
• To strictly respect the room keys and section keys handover procedures.
• To daily follow the checklists.
  

Qualifications

• 2 years guest service experience in a 5-star Hotel
• Fluency in written and spoken English
• Knowledge of front office application.