Overview of the Role 🔍
Deliver exceptional guest service by ensuring a welcoming and personalized experience, while managing guest inquiries and telephone communications in line with hotel standards.
Key Responsibilities 📋
• Participate in training programs and ensure the effective implementation of acquired knowledge and procedures.
• Keep management informed of any unusual matters, incidents, or developments affecting the assigned area of responsibility.
• Welcome guests and provide a seamless check-in and check-out experience.
• Escort guests to their rooms and conduct personalized hotel tours.
• Provide detailed information regarding room amenities, facilities, and equipment.
• Conduct hotel site inspections and property tours efficiently and professionally.
• Handle guest complaints promptly and coordinate with the relevant Heads of Department to ensure timely resolution.
• Provide guests with accurate, relevant, and up-to-date information about the hotel and destination.
• Coordinate weddings, special events, and other guest celebrations to ensure exceptional experiences.
• Gather and record guest feedback and comments to support continuous service improvement.
• Monitor, update, and follow up on guest complaints to ensure satisfactory outcomes.
• Maintain and update guest preference records to personalize future stays and enhance guest satisfaction.
• Identify opportunities to upsell hotel services and facilities to maximize revenue.
• Promote cost-conscious practices and contribute to minimizing operational waste.
• Prepare and distribute daily event schedules and operational updates to all relevant departments.
Ideal Candidate Profile 🎯
• Minimum 2 years' experience in a similar hospitality or guest relations role.
• Fluent in English, French, and German is a must.
• Excellent communication and customer service skills.
