A hotel Guest Relations Officer (GRO) – is at the forefront of customer service. He/ She is one of the first hotel workers to greet guests as they arrive. The GRO provides the hotel guests with above and beyond service to ensure their experience will be worth remembering. The position ensures that guests are happy from the moment they step into the hotel until they leave. Sometimes, he or she is to provide superior customer service even after guests have left.
STANDARDS OF PERFORMANCE
- An ability to listen and respond to demanding Guest needs
- Excellent leadership, interpersonal and communication skills
- Accountable and resilient
- Commitment to delivering a high levels of customer service
- Ability to work under pressure
- Flexibility to respond to a variety of different work situations
KEY RESPONSIBILITIES OF THE GRO
- Welcome guests during check-in and giving a found farewell to guests while checkout.
- Greet all Guests to the correct standard and escort them to their allocated tables/ location of their interest in the premise and ensure they are comfortable( no guest should walk into the hotel premise un accompanied)
- Handling guest complaints and concerns in an efficient and timely manner.
- Should possess detailed information about the Hotel, city as well as the competition.
- Ensuring and providing flawless, upscale, professional and high class guest service experiences to guests.
- Analyze customer feedback and provide strategic direction to continuously improve overall public rating of the hotel.
- Respond to guests needs and anticipate their unstated ones
- Expect and react promptly to guests’ requirements and inquires
- Actively listen and resolve guests’ complaints
- Oversee and coordinate all arrivals and departures of special guests (VIPs,)
- Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery.
- Promote all amenities, conveniences and programs offered
- Always aware of conference activities
- Always aware of local in-house promotions
- Maintain guest information file/stand
- Maintain guest history
- To register gests, ensuring that the necessary details are obtained, i.e. name in full, address, whether company or private booking, special rate, allowances, VIP, charge details, nationality, passport number, etc.
- To liaise or alert hall porter so that the guest’s luggage is taken to his room and the key issued.
- To greet the customer and identify his specific reservation.
- To ensure that guests are greeted “with a smile” and that all registration formalities are correctly completed, paying particular attention to charge-out details and credit rules.
- To be available during check-in periods to deal with any problems or complaints.
- Have up to date information on daily room occupancy
- Maintain all guest folios in the manner instructed and type out necessary guest likes and dislikes to the appropriate fields on the profile.
- Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest.
- To act as duty manager if required.
- Provide feedback from Guests to the head of department for action
- Comply with hotel security, fire regulations and all health and safety legislation
- Act in accordance with the departmental policies and procedures.
- The ability to work and communicate effectively with the general public, other members of the team and with all levels of management
- Excellent organization and time management skills
- The ability to remain calm and effective under pressure.
- Team player
- Good IT skills
- Ability to carry out risk assessments
- Good command of the English language is essential, both written and verbal
- Adequate knowledge of personalized services principles and processes
- Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
- Guest service orientation and drive
- Excellent problem resolution skills along with outstanding communication and active listening skills
- Highly responsible and reliable with a professional presentation
- Proven working experience as guest relations officer.
- Familiarity with industry’s latest trends
- Proven experience in established bar, restaurant, conference or banqueting business
- People management/team leader experience with the ability to motivate and inspire performance.
- Experience of being both a team leader and team member with proven ‘people skills’
- Good general level of education
- Diploma in Front Office Management/ Guest relations
- At least two years of experience as a G.R.O/ RECEPTIONIST.
- Basic Food Hygiene
- First Aid
- Health & Safety
- Supervisory Training
- Customer Care
Flexible towards hours of work