Guest Relations Officer
About the job
1. Provides supportive functional assistance to all departments; interact with guests and members of the community.
2. Cooperates, coordinates and communicates with other hotel departments as required
3. Reacts the situations to ensure guests receive prompt attention and personal recognition throughout the hotel
4. Responds to guest needs and resolves related problems
5. Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests are delivered prior to guests arrival
6. Ensures VIPs receive special attention
7. Greet all VIP guests personally and get the comments from them to enforce the guest satisfaction
8. Liaise with other departments to ensure excellent service delivery
9. Handle guest complaints and follow up by corrective actions, and report if necessary
10. Monitors appropriate standards of conduct, uniform, hygiene and appearance of staff
11. Promotes inter-hotel sales and in-house facilities
12. Check billing instructions and monitors guest credit
13. Fully conversant with all hotel emergency procedures
14. Ensures front line staffs comply with FIT Marketing techniques and maximize sales
15. Handle registrations and check-out according to the established procedures
16. Familiarize all front desk software, system and related policy to assist the daily operations
17. Always review guest comments from the website and reply if necessary.
18. Constantly obtain guest feedback during operations.
19. Proper and tactful in handling complaints of guests
- Competitive
- The hotel provides private room in shared flat in hotel dormitories. Located in the same district, within 15-20 minutes distance.
- Duty meals in western restaurant. Monthly laundry service allowance, Private room in a shared unit in hotel dormitories. Wi-fi. TV. Transportation hotel-dormitory-hotel for all shifts. 2 years contract (After first year contract, employee will be subject to a salary raise depending on performance)
- Department: Guest Relations Front Office concierge Front Office reception
About you
-At least 2 years experience working in Hospitality / Tourism /Hotel Industry after graduation.
-The candidate must be Fluent in English: able to speak, read, write and understand it. Additional language is a plus.
- Willing to work in flexible hours (morning and afternoon).
- Good communication skills, both verbal and written.
-Ability to use a basic and complex computer systems.
-Tact and diplomacy.
-Consistency in quality of service
-Polite.
-Organized.
-Proactive.
- Language required: English. French, Russian, and Spanish are a plus
The company
Welcome to L’Hermitage Hotel!
Entirely meeting Five-star hotel standards, L’Hermitage Hotel in Shenzhen is a synonym for luxury, combining international modern design and a touch of Chinese traditional style.
L'Hermitage Hotel Shenzhen offers sophisticated and cozy interior with deluxe services that will meet our guests needs.
Our hotel let our distiguished guests discover a fantastic world of fine dining with L’Hermitage where they will be taken to an unforgettable culinary journey of Chinese and International cuisine. We will let them taste masterpieces of culinary arts in one of our three restaurants: Chinese, Japanese and Western.
Besides deluxe accommodations and gourmet dining, our hotel offers the services of a fully equipped fitness center, conference rooms varying from large to small, and other supporting facilities.
Guest Relations Officer
Full-time, More than 1 year
Start Date:
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