Front Office (Hotels)- Guest Relations Officer- Job Description
Key Responsibilities
- Plan and coordinate the provision of friendly, efficient services to guests
- Schedule activities for guests
- Plan and coordinate all promotional activities targeting clients
- Trace relevant statistics about clientele
- Coordinate and supervise all activities for guests
- Assist with check-ins / check-outs of clients
- Greet Guests upon arrival
- Assist guests with airline bookings and reconfirmation’s
- Assist all departments in being receptive to the needs of guests
- Assist staff with language and culture
- Attend recreation activities when necessary
- Plan and conduct group and function rundown meetings
- Assist in any other duties when required by the Front Office Manager
- Assist with translations (information: guest directory; menus etc.) as required
- Provide feedback from Guests to Front Office Manager for action
Occupational Health and Safety Responsibilities
- Demonstrate Awareness of policies and procedures and ensure all procedures are conducted safely and within the guidelines
- Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
- Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
- Initiate action to correct a hazardous situation and notify supervisors of potential dangers
- Log security incidents and accidents in accordance with hotel requirements
Key Competencies and tasks
Taking Responsibility
- Strive for constant improvement and take responsibility for your own performance
- Adhere to InterContinental Hotel Group Corporate Code of Conduct
- Adhere to Hotel Handbook and general policies and procedures
- Adhere to Front Office Policies and Procedures
- Report problems to Management with suggestions for resolution
Understanding My Job
- Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge
- Understands how their role fits with others and contributes to the success of business
- Understands the hotel’s facilities, products and services
- Provides information when requested and promotes hotel’s services, facilities and special events
- Implements department procedures and policies as needed
Customer Focus
- Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs
- Anticipate guest needs, handle guest requires, and solve problems
- Create a positive hotel image in every interaction with internal and external customers
- Adhere to hotel brand standards
- Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
- Assist guests and escort them to locations within the hotel at their request
- Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests
Teamwork
- Demonstrate cooperation and trust with colleagues, supervisors, teams and across departments
- Communicate well to ensure effective shift hand-overs
- Actively participate in organized meetings
- Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication
Adaptability
- Be open to new ideas and make changes in the job and routines as required
- Work in line with business requirements
- Complete tasks as directed by Management
Developing Self
- Develop / update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements
- Seek feedback critical on areas of shortfall
- Maximize opportunities for self development
Reliability
- Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision
- Follow standards, policies and procedures
- Meet hotel attendance and grooming standards
Cultural Awareness
- Work effectively with customers and colleagues from different viewpoints, cultures and countries
