Japanese Guest Relation Officer

Japanese Guest Relation Officer

Place of Work: Front Office Department


Scope & General Purpose of Job: 
Serves as a Guest Relations Officer. Assist guests (especially VIPs and Japanese guest) efficiently, courteously and professionally in all front of house areas. Furnish clients with above-and-beyond service to ensure a memorable and genuine experience, especially for Japanese guests.

Report to: Guest Relation Manager


DUTIES & RESPONSIBILITIES: 
ADMINISTRATION:


• Assists with the maintenance of a detailed Department Operation Manual that reflects policies and procedures, work processes and standards of performance within the Section
• Monitors the Ambassador’s daily logbook
• Reports Lost & Found items and handles them in accordance to the Hotel’s policy and procedures
• Works closely with the Reception Team to ensure that the Department’s Guest Database is well updated and maintained


CONFIDENTIALITY:
• Ensures confidentiality and secures storage of all intellectual property and databases, both hard copy and electronic. Adheres to Caravelle Confidentiality Policy.

• Ensures Hotel, guests and staff information or transactions are kept confidential during or after employment with the Hotel


CUSTOMER SERVICE:
Displays outstanding hospitality skills and maintain positive guest relations at all times

Provides immediate assistance to guest as requested

Highly interacts with Hotel guests on a regular basis, obtaining feedback on quality of product, service levels and overall satisfaction

Be familiar with Caravelle History and the Hotel’s loyalty programs, including: Caravelle Classique Club, Worldhotels’ Loyalty programme, Frequent Flyers 

Know repeated guests and other VIPs to provide special attention and recognition 

Handles inquiries on hotel information and service from both external and internal guests in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily

Reports guest complaints or problems to superiors in case of no immediate solution and assures problems are resolved satisfactorily

Establishes and maintains good customer relationship, projects a warm, professional and welcoming image, providing exceptional guest service at all times, following the Hotel standards

Maintains positive guest and colleague interactions with good working environment


MAIN DUTIES:


Ensures adherence to guest service standards within established departmental policies and procedures

Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately

Have detailed and up to date knowledge of all hotel services and functions at all times

Familiar with Opera system usage during the time working at Front Office, to assist with operation daily handles without delay or pending tasks. 

Promotes all amenities, conveniences and special programmes offered

Ensures VIPs and other guests are escorted in a friendly, courteous and efficient manner at all time. Ability to entertain and accommodate any specific needs raised by guests.

Ensures all arriving VIP guests have pre-blocked rooms according to guest’s requests, status, specifications, etc. 

Reviews and monitor the current and following day’s VIP arrivals, highlights of these should be brought to the attention of the Guest Relation Supervisor/Manager.

Prepare amenity cards including welcome VIP/ / honeymoon/ wedding/ anniversary card, etc for guests.

Checks the Daily Guest Birthday List for preparation and dispatching of birthday cards and cakes to guests

Arrange fruits and amenities for in-house and arrival VIP guests

Prepare and checking room key card holder, registration card for VIPs and transferred in guest

Records all guests’ suggestions, complaints and compliments into logbook and brings them to the Section Heads’ attention as well as sharing with all the staff  in the daily briefing and updating the guests profiles

Facilitates personalised check-ins – welcomes, greets and escorts arriving guests to their allocated rooms when possible 

Co-ordinates with the Housekeeping Department and the Reception Team to ensure that rooms assigned to VIP guests are in order

Be totally familiar with the room amenities, layout, rate structure, outlets (e.g. promotions, banquet, function, party etc.)

Ensure that all repeated guests are recognized and provided with personalized service

Maintains friendly rapport with guests in order to ensure their goodwill and repeat business

Bid farewell to departure guests

General understanding of the Front Office and Housekeeping operations in regards to the Guest accommodation

Handling Safety Deposit Boxes for guest use at Front Office, including safe-keeping, providing related service and internal control

Co-ordinates with the Housekeeping and Engineering Department to handling in room Safety Boxes issues and guest room door issues

Supporting Receptionist to do the check in and check out for guests when needed

Welcome and escort transfer in guest to room for in room check-in.

Assisting the task of maintaining the front door controlled while there was lack of Door girl in charge during the shift. 

Be on call for complaints from Japanese guests. Assist with Duty Manager in handling any issue/incidents occurred with Japanese guests. 

Welcomes and meets all Japanese VIPs and groups upon their arrival and departure

Build up good relationship with Japanese guests, increasing the quality of customer service provided, also to assist with developing Japanese market in hotel incase of any enquiry from other related Departments. 


OTHER DUTIES:


• Maintain high personal standards of timekeeping, always present for duty as scheduled
• Attends training sessions, briefings and meetings as required
• Always willing to learn from others
• Fully familiar with the Hotel rules and regulations, governing employees and their behaviors and ensures these are always accurately communicated and carefully followed
• Ensures that colleagues/employees are always fairly treated without favor or unfair expectations
• Provides guidance, advice, counseling and transparent diplomatic feedback as appropriate
• Ensures high standards of personal presentation and grooming, acting as a positive role model
• Ensures that all guest and colleague interactions are positive and professional, showing humility and respect to guests, colleagues and employees
• Exercises responsible practices and personal behavior at all times
• Responds to requests to undertake any reasonable tasks and secondary duties and adjust to changes as dictated by the Hotel and industry

Please connect with our Human Resources Department via recruitment@caravellehotel.com

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Reservations
  • Breakfast included
  • Free wifi
  • Best rate guarantee
  • Earn Peakpoints
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