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AccorHotel

Guest Relation Officer (GRO)

Full-time

South Tangerang

PR / Media / Communications

1 week ago

The Guest Relations Officer is directly responsible for the day-to-day operation of the guest Relations section whilst on duty. On a broader sca..

The Guest Relations Officer is directly responsible for the day-to-day operation of the guest Relations section whilst on duty. On a broader scale, the Guest Relations Officer is to ensure that all the hotel’s guests are greeted, attended to, and assisted with a level of service that is professional, efficient yet friendly and second to none. The Guest Relations Officer is also to ensure that all guests are made to feel comfortable and welcome in a genuine warm way at all times.

Responsible for ongoing communication of pertinence using the logbook provided to other shifts.
Responsible for ensuring that clear and constant communication lines are kept with all staff, other area and Departments.
To ensure that all guest enquiries and requests are attended to in a helpful, professional yet warm and friendly manner.
To ensure on a daily basis that you are fully aware of all arrivals to the Hotel, and in particular, VIP’s and return guests, and that you are aware of any special requests so that they may be acted accordingly.
To ensure that you are completely aware of the complete range of services and facilities that the hotel provides to its guests and visitors.
To ensure you have a complete and thorough knowledge of the outlets of the hotel, their operating hours and the scope of services that they provide.
To ensure that Guest Relations Desk is not left unattended at anytime whilst on duty.
To be completely aware of the Fire and Emergency Procedures of the hotel and your responsibilities in an emergency.
To acquire, through training provided, a complete knowledge of all policies and policies as set down by the hotel that relate specifically to the Guest Relations.
Efficient in assisting guests throughout their stay with any requirements, handling guest feedback, provide direction and give suggestions.
Handle guests’ mails, messages, and answering phone calls.
Maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests.
Ensure the safety, security and loss control policies and procedures are compiled with at the front desk and back office area.
Perform any related duties and special projects as requested by the Front Office Manager, Reception and Duty Manager.

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