About this role
Key Responsibilities:
• Communicates effectively and genuinely with guests, team members and other departments.
• Always maintains a friendly and caring demeanor in a fast-paced environment.
• Always maintains a professional image that falls within the hotel and company guidelines for appearance and dress.
• Demonstrates teamwork by co-operating and assisting colleagues as needed.
• Greets and welcomes every guest upon arrival.
• Becomes informed of events/functions in the hotel during shifts.
• Promotes hotel services, facilities and outlets, provide guest with information such as local attractions and directions to increase guest satisfaction.
• Resolves guest complaints to the satisfaction of the customer by being guest centric, friendly and caring. Communicates to Management any problem, complaint or unhappy guest.
• Is intuitive to guest needs, anticipates needs in job performance, being proactive instead of reactive.
• Responds quickly to all guest requests in a caring friendly and professional manner, consistently follow up to ensure guest satisfaction that meets and exceed our services standards.
• Stays current with developments in the hotel by reviewing the communication logbook each shift; updates logbook for next shifts as well as communicate effectively the policies and procedures to other team members of the hotel
• Has knowledge of and assist in all emergency procedures as required.
• Attends all mandatory meetings and training classes.
• Has knowledge of the names, titles and positions of key people within the hotel.
• Has knowledge of the hotel surrounded area, such a pharmacy, theaters, Public Transportation, Retail, and Restaurants etc.
• Completes all checklists as assigned.
• Rooms guest using the bellman script for informing guest about the hotel and our facilities
• Delivers faxes, messages, packages and flowers for guests, and undertakes any other requests to ensure their comfort
• Observes any maintenance or housekeeping needs in corridors, lobby and guest rooms and reports needs to Front Office Supervisor
• Is aware of daily group arrivals and departures
• Ensures the efficient delivery and collection of group luggage
• Assists guests to bring luggage from room to hotel entrance
• Facilitates prompt check-out by assisting guests
• Other duties as assigned
Qualifications:
• Prior experience in customer service role
• Excellent communication and interpersonal skills
• Ability to lift and carry heavy luggage
• Friendly and professional demeanor
• Familiarity with local area attractions and restaurants