Guest Relation Officer (Hotels) - Job Description

December 9, 2011

Front Office (Hotels)- Guest Relations Officer- Job Description

Key Responsibilities

  • Plan and coordinate the provision of friendly, efficient services to guests
  • Schedule activities for guests
  • Plan and coordinate all promotional activities targeting clients
  • Trace relevant statistics about clientele
  • Coordinate and supervise all activities for guests
  • Assist with check-ins / check-outs of clients
  • Greet Guests upon arrival
  • Assist guests with airline bookings and reconfirmation’s
  • Assist all departments in being receptive to the needs of guests
  • Assist staff with language and culture
  • Attend recreation activities when necessary
  • Plan and conduct group and function rundown meetings
  • Assist in any other duties when required by the Front Office Manager
  • Assist with translations (information: guest directory; menus etc.) as required
  • Provide feedback from Guests to Front Office Manager for action

Occupational Health and Safety Responsibilities

  • Demonstrate Awareness of policies and procedures and ensure all procedures are conducted safely and within the guidelines
  • Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
  • Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
  • Initiate action to correct a hazardous situation and notify supervisors of potential dangers
  • Log security incidents and accidents in accordance with hotel requirements

Key Competencies and tasks

Taking Responsibility

  • Strive for constant improvement and take responsibility for your own performance
  • Adhere to InterContinental Hotel Group Corporate Code of Conduct
  • Adhere to Hotel Handbook and general policies and procedures
  • Adhere to Front Office Policies and Procedures
  • Report problems to Management with suggestions for resolution

Understanding My Job

  • Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge
  • Understands how their role fits with others and contributes to the success of business
  • Understands the hotel’s facilities, products and services
  • Provides information when requested and promotes hotel’s services, facilities and special events
  • Implements department procedures and policies as needed

Customer Focus

  • Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs
  • Anticipate guest needs, handle guest requires, and solve problems
  • Create a positive hotel image in every interaction with internal and external customers
  • Adhere to hotel brand standards
  • Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
  • Assist guests and escort them to locations within the hotel at their request
  • Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests

Teamwork

  • Demonstrate cooperation and trust with colleagues, supervisors, teams and across departments
  • Communicate well to ensure effective shift hand-overs
  • Actively participate in organized meetings
  • Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication

Adaptability

  • Be open to new ideas and make changes in the job and routines as required
  • Work in line with business requirements
  • Complete tasks as directed by Management

Developing Self

  • Develop / update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements
  • Seek feedback critical on areas of shortfall
  • Maximize opportunities for self development

Reliability

  • Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision
  • Follow standards, policies and procedures
  • Meet hotel attendance and grooming standards

Cultural Awareness

  • Work effectively with customers and colleagues from different viewpoints, cultures and countries
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