Guest Relations Officer

- To respond to any inquiries/requests/problems and follow up with guests to ensure their satisfaction.
- To provide personalized service to all VIP guest during their stay.
- To prepare VIP arrival one day before to ensure that amenities in the room are set up and be ready to welcome guests the following day.
- To welcome and escort VIPs to the reception counter to check in; ensuring that all data and special requests (if any) are fully input into Opera system.
- To assist Front Desk colleagues to speed up check-in, check-out process and to ensure proper coverage and prompt guest service.
- To get the business card or e-mail of guest when checking in for further contact; build rapport during time of guest check in to anticipate their needs and acting on them whenever possible.
- To note the events & functions of the day to guide guest accordingly.
- To credit points for loyalty programs of our Okura Nikko Hotel Management.
- To record and report the problems concerning the guest to Duty Managers in Daily Guest Service Logbook.
- To contact guest through email or phone regarding guest lost and found.
- To contact guest for agreement of any late charges after guest check out.
- To inform to all relevant departments in case of having any guests with special needs for taking care necessarily.
- To coordinate closely with relevant departments to solve guest problem and report to
- Duty Manger of that working shift accordingly.
- To attend Hotel and Departmental meetings and training sessions fully.
- To comply with Hotel's health, safety and hygiene policy.
- To maintain a high standard of personal hygiene and grooming.
- To perform any other duties which may be assigned by the management from time to time.