Guest Relations Officer

• Be efficient in all Front Office procedures.
• Prepare detailed arrival list for the upcoming day identifying VIPs and potential regular guests.
• Take care of VIPs, long staying guests, Club Carlson members, etc., and co-ordinates with Housekeeping, Engineering and Royal Club valets regarding their rooms and amenities.
• Make sure that all rooms for VIPs, etc. are blocked and ready at the agreed time.
• Inspect VIP rooms and make sure the rooms are tidy, everything is working properly, amenities are in place.
• Welcome VIPs and escort them to the rooms.
• Welcome and escort First Visit guests as per set daily targets.
• Make Courtesy calls and log the calls in the special form.
• Take care of guests celebrating special occasions, such as Birthday, Wedding Anniversary, Honeymoon, etc.
• Make proposals for VIP amenities.
• Help in organizing of and participates in GM’s cocktail parties: prepare list of guests to be invited, send invitations.
• Maintain accurate and up to date guests’ history records.
• Is aware, at all times, of current room status and room availability.
• Handle incoming guest room reservations if needed.
• Assist with check-ins and check-outs when needed.
• Handle reservations for guests with rental cars, restaurants, etc.
• Stay current with developments in the hotel by reviewing the Service Manager’s communication log book each shift; update log book for next shift.
• Is familiar with hotel facilities as well as attraction spots in town.
• Is fully aware of corporate service standards and concepts.
• Increase hotel revenue by promoting Food and Drink alternatives within the hotel
• Use the “Making it Right” approach to respond to negative comments and complaints and notifies Service Manager for appropriate follow up.
• Conduct Show around when requested.

• Is fully conversant with Opera system.
• Is able to operate telephone, fax, key equipment, passport scanners, credit card machines, printers, and other Front Office equipment.