first choice:Rusian or Ukrainian lady

MAJOR FUNCTION & RESPONSIBILITIES

Job Summary

The Guest Service Officer is responsible for a smooth and efficient supervision of the Guest Service operation in order to ensure that the guests receive the utmost care. The Guest Service Officer will coordinate with all departments concerned to fulfill guests’ needs and to respond and comply professionally with all guest requests including working closely with the Guest Service and Front Desk Managers to ensure a smooth running of the daily operations.

Main Duties

1.To be well-versed with the followings:
i)Rooms types
ii)Restaurants outlets hours
iii)Hotel Facilities and operating hours
iv)City and tour information, etc.

2.To ensure effective communication within front office as well as other departments and management to achieve the hotel’s operations goal.

3.To effectively communicate with all guests and patrons to achieve the hotel’s business goals.

4.To establish good rapport with guests concerning services from all areas of operation with a professional, warm, caring and tactful manner to reflect the positive image of the Loong Palace Resort & Spa. Also able to provide excellent solution to ensure guest’s satisfaction.

5.To be thoroughly conversant with the hotel’s computer system and its’ back up procedure

6.To be conversant with the software used by the hotel in order to effectively generate reports, training programs or any requests from in-house guests.

7.To be able to plan, organize and prioritize daily job duties effectively to ensure smooth operation. Intelligent time management by carefully delegating job duties to the team members to achieve operation objectives.

8.To possess business skills as follows
i)Telemarketing
ii)Upselling Skills
iii)Selling Skills
iv)Forecasting

9.To operate the Guest Service department within the operating expenses budget by effective control and management of the followings
i)Office Supplies
ii)Guest Supplies
iii)Operating Equipment
iv)Furniture & Fixture
v)Operating Expenses
vi)Telecommunication Expenses

10.To ensure all team members thoroughly understand and actively participate in the exercise of cost management like energy savings in unused areas and equipment, recycling of partially used papers and economize the usage of office stationary.

11.To fully understand and embraced the operating values, mission statement and vision of the Loong Palace Resort & Spa and is sincerely committed to train, share and energized it with fellow team members.

12.To have a thorough knowledge on the operating concepts and objectives in order to efficiently guide and train all team members effectively.

13.Possess excellent skills of quality guest service and never compromise for any inefficiency in dealing with hotel guests. At all times strive to provide upscale and excellent service which exceeds guests’ expectations and be a positive role model for all team members.

16.To ensure all complaints and problems of guests are rectified immediately in a prompt and courteous manner. Any matters that can not be solved immediately are to be followed-up personally and soonest possible. Guests are to be notified of the progress of the action taken and assured of effective and prompt follow-up. All solutions reached must be up to the level or even exceeds the guests’ satisfaction.

17.To have a thorough understanding on the usage, functions and maintenance of all office equipment to eliminate mishandling which might lead to expensive repair or even purchasing a new one. Any malfunctions are to be reported immediately and have it rectified and send for servicing when deemed necessary.

18.To ensure the importance of safety and security being of all guests and fellow team members at any location are fully understood. To liaise and work closely with the Guest Service Manager and Security Officers in handling and undertaking incidents of crime and accidents affecting hotel guests and team members. Also to constantly train all team members to be alert and “security-minded” at all locations of the hotel.

19.To be well verse with the emergencies procedures and be able to lead and direct hotel guests and fellow team members in such occasions. To have a sound knowledge on the roles of all team members during emergencies and to delegate effectively to ensure safety of both people and properties of the hotel. Also to have a detailed knowledge on the various types of reports to be generated during such occasion to ensure proper auditing and record of both people and property involved.

20.To exhibit an immaculate grooming at all times without any compromise for lesser quality other than that established by the Loong Palace Resort & Spa. Immaculate grooming includes neatly trimmed and combed hair style, a well balance and appropriate make-up and properly trimmed finger nails as stipulated in the standard of performance. Wear clean uniform and name tag and carry the Basic card during work hours. Know the Basic of the Day.

21.To constantly display excellent levels of courtesy and etiquette in the presence of both guests and team members of the Loong Palace Resort & Spa. Proper and pleasant choice of words is to be used at all times without discrimination. Pleasant disposition is to be display at all times in all locations within the hotel. A strong bond of cooperation and team work are to be embodied and exercise at all times to all team members of the Loong Palace Resort & Spa

22.To assist the Guest Service Manager in planning and executing effective training programs to all team members. Subjects for training will range from technical skills, equipment training to excellent customer service. Objectives of the training programs are targeted to help Front Office team members to achieve confidence and quality when performing the tasks concerned.

23.To conduct briefing daily to all team members on any new policies on room rates and food and beverage promotions. Suggestions or complaints from guests are to be raised to create awareness and to resolve the matter proactively.

24.To attend and participate actively on the monthly Front Office meetings and to provide feedback, suggestions and effective solutions on the work flow and policies and procedures of the Guest Service department.

25.To display a positive image and proactive attitude at all times and act as a role model to all by being punctual at reporting for work at the work station. Displaying a friendly, humble and cooperative attitude towards all team members throughout the hotel is essential. All negative disposition, comments or choice of words are not to be cultivated or engaged to create a poor image to both guests and fellow team members. All suggestions should be positively brought up during monthly meetings for healthy changes. To act as hotel ambassador in and out of the hotel at all times.

1.Additional Responsibilities
a.Responsible to handle all guest requests and to solve any guest complaints.
b.Ensure that the Hospitality and the Guest Response Programs are being followed and monitored. Be familiar with cultural differences to meet guest’s specific needs and requirements.
c.Have Opera and Marsha skills, and be able to check in/out including handling of reservation whenever the need arise.
d.Be very knowledgeable about the room types and its locations, services and facilities of the hotel.
e.Know how to offer and arrange for car rental, airline and train tickets, office services, beauty and hair salon services, baby sitting, special occasions arrangements, minor repairs as well as shopping information for guests.
f.Maintain the Repeat Guest, Rewards Member and the VIP programs. Ensure that the above-mentioned clientele are receiving the type of service they are expecting and follow up with guest service officer to ensure that all request are carried out immediately.
g.Be able to handle emergencies and trained in these procedures
h.Responsible for appearance and behavior of associate. Ensure compliance with grooming standards.
i.Supervise the areas of lobby, main entrance, guest relations and concierge lounge to assist, help, train, coach and counsel. .
j.Complete and initiate special projects in a timely manner and within due dates.
k.Check information board daily, be informed and seek for additional information.
l.Assist in handling problems in Food and Beverage outlets and refer the incidents to the respective manager.
m.Conduct floor patrol to ensure that all are in order. n.Report areas that need repair and maintenance.
o.Ensure efficient provision of front desk service by check in and escort VIP guests courteously and efficiently, co-ordinate check in of special categories of guest, follow up on special check-out procedures for VIP guest, handle express check out when required, assist in maintaining the free flow of guest in the lobby by helping out guest with their check in when situation required.
p.Handle lost and found items, drill open of safe deposit box, paid out, rebate, room discrepancy, etc.
q.Ensure that log books, handovers and checklists are well maintained.
r.Be knowledgeable about Rewards and Frequent Flyer Programs.
s.Keep good relations with customers and write up guest contact reports for the attention of the Management.
t.Assist in handling guests when other sections are busy.
u.Create a productive and positive atmosphere, have a good relationship with all associates and other departments.
v.Ensure immediate and prompt guest attention to all guest concerns and complaints.
w.Responsible for resolution of problems and follow up with the guest within 10 minutes to ensure satisfaction.
x.Develop friendly conversation with guests and obtain feedback from them and reflect to department concerned.
y.Be Familiar with the hotel emergency procedures and to ensure maximum safety of guest and employees in case of emergencies.
z.Contact VIP Guests on a regular basis during their stay, - all arrivals each evening, - all long staying guests once a week to see if they need anything special.
aa.Communicate on a daily basis with sales and the executive office for VIPs.
ab.VIP rooms blocking, ordering gifts, check gifts, check rooms, welcome VIPs and guidance to the rooms.
ac.Check that all work areas are neat and clean throughout the day.
ad.Have good control of all vehicle and drivers.
ae.Check daily vehicles requests.
af.Inspect all vehicles to ensure they are cleaned at all times. Carry out car inspections to ensure that cars are in safe and good conditions.
ag.Check records like monthly gasoline consumption and repair at garage.
ah.Plan drivers’ work schedule with the Chief driver.ai.Ensure that all documents for use by transportation department are submitted on time on daily or monthly basis.
aj.Provide update information on transportation tariff, schedule and new arrangements in train station/airport.
ak.Any other duties as may be assigned from time to time.