Guest Relation Executive

APPLICANTS WITH 1 - 2 YEARS OF SIMILAR EXPERIENCE IN ANY BRAND HOTELS ARE CONSIDERED

Administration

- Prepare the daily guests' amenity list and distribute it to the respective department.
- Print and distribute guests' Special remarks report (based on profile notes and previous history)
- Check the previous nights no show and pull-out amenities accordingly.
- Updates and maintains all guests' history files.
- Prepare welcome letters VIP folders for all VIP guests.
- Prepare special guests' letter (i.e. Birthday, Anniversary, Honeymoon etc).

Operational

- Order and ensure timely delivery of amenities for all arrival and in house VIP and Suite guests.
- Inspect the rooms of all VIP and Suite guests prior to their arrival at the hotel.
- Cover shifts on the guest services' desk in accordance with duty roster.
- Cover shifts on the lobby duty in accordance with duty roster, these duties will include the welcoming and rooming of arriving VIP and Suite guests
- Attend to special requests made by VIP and Suite guests prior to, during or after their stay.
- Print and action Guests Relations' trace report.
- Meet and escort arriving guests to their rooms whenever possible after the registration. Procedure has been completed at the front desk.
- Carry out courtesy calls to VIPs and Suites.
- Assist in the writing and maintenance of guest’s history.
- Provide tours of the hotel and its facilities as requested.
- Assist guests with general inquiries about the hotel and its facilities, as well as daily events and functions.
- Assist with group registration when required.
- Ensure the Guest Relation's desk / lobby is covered at all times
- Maximize revenue by participating in upsell programs.

Financial

- Work towards maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests.
- Take advance payment guarantee on check-in for all guests according to the Hotel's Credit Policy.
- Ensure that care is taken in the handling of all operating equipment so as to minimize breakage/damage.
- Ensure all bills are checked for accuracy prior to presentation.
- Adhere to all Millennium cashiering and cash handling procedures at all times.
- Demonstrate knowledge of individual contribution to department objectives.
- Suggest to manager or departmental trainer any training needed to enhance performance.

Appearance & Presentation

- Uses positive body language
- Personal presentation reflects positive & professional image
- Adheres to company and departmental grooming standards

Communication

- Seeks first to understand & then to be understood
- Listens actively and process information before responding
- Communicates verbally in clear and concise manner using English
- Written communication skill is appropriate for the needs of position

Work Practices

- Follows standard operating procedures and policies
- Accepts direction willingly and supports manager's decision
- Keeps work area clean and organized
- Follows safe and healthy work practices

Decision — Making / Problem Solving

- Proactively identifies and willingly accepts responsibility for solving problems
- Thinks creatively to identify solutions
- Offers alternatives where appropriate

Integrity

- Is honest and sincere in dealings with customers and colleagues
- Treats all colleagues and customers with respect and does not discriminate against others

Teamwork

- Works positively with others and contributes actively to promote a healthy team spirit
- Assists others willingly
- Values differences within the team

Others

- Perform any related duties and special projects as requested by the Front Office Manager/Assistant Front Office Manager/Team Leader.
- Comply with the Hotel's health, safety and hygiene procedures and products.
- Be aware of the Hotel's fire and emergency procedure.
- Carries out any other duties and responsibilities as assigned.