JOB DESCRIPTION

Position

Guest Relation Officer

Department :

Front Office Department

Reports to

Assistant Front office Manager / Head Concierge

SUMMARY / SPECIFICATION OF POSITION

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Responsible for meeting and assisting all our guests upon their arrivals,
during their stay and departures from the hotel.
Assists hotel guests efficiently, courteously and professionally.

DUTIES & RESPONSIBILITIES

Meets and greet all guests upon arrival and departure.

Maintains regular contacts with the guests.

Obtains guest feedback on their stay in the hotel. If complaints, takes immediate
actions to remedy solutions.
Records daily activities and complaints in the guest relations logbook and
informs the respective department heads for immediate actions.
Assists all guests utilizing the Executive Lounge.
Works closely with the Food and Beverages team specially Room Service Team
and Executive Lounge Team.
Promote all our outlets and any special promotions going on. Especially promote
ZURI Restaurant for all Half Board guests .
Be thoroughly familiar with the hotel procedures and policy concerning
reservations, rooms assignments, room charges and credit facilities.
Attends to all the secretarial needs of guests after the opening hours of the
business Centre.
Ensures that all the facilities are available to the guests.

Escorts VIP guests to their allocated room and explain the facilities and
room features.

Greets guests upon arrival and bids farewell upon departure.

Ensures that, whenever possible, guests receive personal recognition.
Inspects VIP room status and amenities in good order prior to guests
arrival.
Maintains an active presence in the hotel lobby to greet and
assist incoming guests.
Give courtesy calls and complete the call log for Performance Monitor
daily.

Promotes inter-hotel sales and in-house facilities and aware of banquet

events, hotel facilities, F&B outlets, special promotions for the purpose
of assisting guests and offering accurate information.
Assists and coordinates with Front Office reception to ensure consistent
service.
Handles guest complaints immediately and follows up thoroughly.
Prepares and coordinates the distribution of guest amenities, welcome
letters and fruit setups for VIPs.

GENERAL RESPONSIBILITIES

Adhere to the countrys laws while at work or at the accommodation.

Understand, respect and communicate company values and culture.
Maintain yourself respectfully at all times, as you will be reflecting the
company.
Keep with you at all times, the contact numbers for Health and Fire
Emergencies.
Ensure safety in regards to your health at work.
If ever you come across or note any unsafe area within the Hotel or at the
accommodation, immediately report it to the Human Resource Department /
Duty Manager / Security Officer.
Hotel property should not be misused and cost saving is appreciated.
Treat your colleagues on all levels with respect.
Be a contributor to greener environment (save paper / save energy / save
water/ etc.)
Any other areas of instruction, given by your Department Head.

I have read and understood the duties and responsibilities outlined in this job
description and I will endeavor to carry these out to the best of my ability.

Employee Name

____________________________

Employee Signature

Date

____________________________

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