Guest Relations Associate

Guest Relations and Data Management

• Ensures that all guest information is handled according to Rosewood Standards
• Ensures that the Guest preference forms are duly completed by guests and updated prior to their arrival
• Ensures that any information received from the Guest preference form or by any other channel is correctly dispersed to the relevant departments prior to the guest s arrival as to ensure that all requests are followed through
• Ensure challenges or opportunities occurring previous during or past a guest stay are methodically recorded in Opera
• Contacts guests v a Glowing telephone e-mail or in person within the day from the query being received
• Ensures that guest and company profiles are updated accurately correctly and timely in PMS
• Notes and follows up on guest preferences and special requests and alerts or trace to respective department is being addressed
• Maintains complete knowledge of the Hotel amp its services F amp B promotions Rooms Special Guest programs and Spa facilities etc
• Is fully conversant with new promotions menu changes scheduled in-house guest activities daily house counts and expected arrivals and departures including VIP arrivals and their background
• Is fully conversant with accommodation features lay-out room type location d cor in room facilities and equipment
• Hosts and welcomes all guests in a gracious and polite manner to have the ability to hold a conversation with the guest in a natural and spontaneous way
• Receives all Trust you online guest comments included but not limited to Trust You surveys Tripadvisor etc
• Fills in each guest profile in Opera PMS with these comments for future stays
• Maintains a thorough knowledge of the city to assist guest whenever is required Restaurants tourist sites etc during the pre-calling pre-arrival email activity
• Pre-calls all transient arriving guests in accordance with pre-calling SOP
• Assemble TOP VIPs guest s profiles Show me you Know me and distribute across the hotel prior to arrival
• Monitors guests birthdays and sends birthday online cards
• Prepares the necessary information reports and monitors their activities throughout the day
• Updates guests preference and relevant information in Opera Extend all efforts to collect guests email address telephone number and address prior guest s arrivals
• Pre research guest s profiles status and required information in order to personalize their stay
• Follow any special guest room decorations and make sure they are properly done
• Ensures VIP rooms are pre-checked and inspected The same will apply to special occasion requests and set ups
• Coordinates the preparation and organization of all welcome welcome back amenities and amenity process for all arriving and in-house guests
• Ensures that flower arrangements and or beverages and or pastry products are ordered if necessary or requested and are placed in guest room in a correct and timely manner
• Escort Arriving Guests to their room and conduct rooming as per RD-FO-SOP-011
• Ensures that all the departments follow the information provided in traces guest profile notes and emails are executed
• Organizes the execution of the special preferences and amenities to all guests in a timely manner
• Ensures that all pertinent information is provided to future guests and associates
• Ensures that all communication with future guests and associates is complete accurate engaging and positive
• Maintains confidentiality of all guest information
• Attends daily briefing and communicates all challenges and successes with the rest of the team
• Promptly accurately and consistently reports all guest complaints and how they were solved
• Attends designated meetings
• Ensures and emphasizes prompt solutions and reporting of any guest concerns and challenges during the shift
• Ensures that any challenges Guest concerns or associate concerns are communicated or escalated
• Performs all tasks as detailed in daily task list
• Maintains cleanliness and tidiness of work area at all times
• Participates in related project teams
• Positively impacts on the hotel revenue by up-selling techniques and pre-calling arrival activities for guests
• 100 compliance with all mandatory training
• Update the information of VIP arrivals for the next day and prepare the weekly one
• To be sent daily around or before noon
• Update Rosewood Daily report
• Send the amenities catalogues to the guest according to the requests
• Ensures each special program is highlighted and recognized
• SAG Amex Elite Expedia etc
• Ensure that brand standards are adhered to at all times to ensure successful brand standard audit score
• Collect preferences daily and enter into our guest profiles