What will I be doing
As the Guest Relationship Officer, you will be responsible for performing the following tasks to the highest standards:
- Be the brand ambassador of the hotel, providing a positive first impression while guests walk-in to the hotel.
- Greet all guests in the lobby and lobby lounge, answer their queries, give suggestions, escort them to the Front Desk, Food Beverage outlets, and the Club Lounge.
- Anticipate guest needs and handle guest inquiries in a helpful and attentive manner.
- Get maximum feedback from guests on all areas of the hotel, maintaining key responsibilities for the guest response process set-up in the hotel and in achieving the targets set for the Guest Satisfaction Survey.
- Welcome all guests in a polite and friendly manner.
- Be helpful, empathetic and polite to all guests.
- Delight guests through friendly and proficient service, ensuring repeat business through personalized, efficient service.
- In-depth understanding of each level of the Hilton Honors reward program, ensuring that all associates are updated regularly on the benefits for each program.
- Ensure that every guest who is a Hilton Honors member is enrolled in the Hilton Honors reward program when they check-in and that all associates are to be trained on this and practice this meticulously.
- Ensure that all guest comments are passed on to the centralized guest response area and are updated in all necessary guest history databases.
- Knowledgeable on all facts on hotel products, including room types, room rates, relative features and facilities, Food Beverage outlets and the Club Lounge.
- Develop a close and harmonious working relationship with all the other departments in the hotel.
- Have complete knowledge of Hilton hotel SOPs and local policies.
- Report to work on time with proper uniform, including your nametag, complying with the standards of the hotel on personal appearance and setting an example to be followed.
- Develop knowledge about frequent guests, their special requests and needs.
- Be familiar with cultural differences in order to meet all different customer needs.
- Complete all shift duties as outlined on the shift checklist prior to the end of your shift.
- Ensure completion of all tasks for the shift and handover to the next shift without missing out on any guest related requests.
- Ensure that all logbooks, handovers and checklists are well maintained.
- Actively seek for customer feedback, handling their requests and complaints.
- Suggest alternatives to meet customer needs in terms of product features and benefits.
- Offer information and services where appropriate.
- Inspect VIP guest rooms prior to guests arrival.
- Lead by example on aspects of courtesy, helpfulness and grooming / overall presentation.
- Maintain company sanitation standards in the department.
- Maintain guest satisfaction and ensure repeat business through personalised and efficient service, ensuring that all customers leave satisfied.
- Conduct site inspections as and when required by the Management.
- Thank customers and invite our guests to return.
- Carry out requests as directed by the Management.
- Maintain good communication with other hotel departments to assist with guests needs.
What are we looking for
A Guest Relationship Officer serving Hilton Brands is always working on behalf of our Guests and working with other Team Members.
