Guest Relations Executive
JR-02278
Front Office
Full time
Temporary
Mandarin Oriental, Jakarta
- Consistently achieves the service and product delivery standards with a high degree of client care and service at all times.
- Demonstrates a pride in workplace and a high level of commitment.
- Supports company's philosophy and company culture through the use of Pillars and Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
- Provides excellent service at all time to all of our guests.
- Assists Guest courteously and efficiently.
- Creates special conversations with guests, which identify personal preferences in order to record in each guest’s profile history.
- Is knowledgeable of all in-house and arriving guests.
- Liaises with the Front Desk and Executive Club on anticipated Guest check-ins, check-outs, room assignments, rooming lists and Group movements to ensure that arrival and departure experience are met.
- Is aware of all daily events in the hotel.
- Handles rooms’ inspection or show rooms if required.
- Assists guests with onward reservations for Mandarin Oriental Hotel Group.
- Ensures proper key handling procedures are adhering to at all times.
- Communicates immediately all important details to management and colleagues.
- Ensures that guest’s history profiles providing accurate information at all times.
- Acts as a guide when guests ask for direction and physically assists them to their destination within the hotel.
- Responds to all guest needs and requests.
- Ensures and maintains a very high standard of personal hygiene, behaviour and grooming standards of colleagues.
- Handles guest complaints and comments relating to the department tactfully to achieve maximum guest satisfaction.
- Assists reception with check-in, check-out and escorting guests to their guest room, aiding in the efficient flow of service.
- Ensures that all health and safety company standards are maintained and carried out at all times. They must be monitored regularly to assist in scoring 100% on the Mandarin Oriental Hotel Group health and safety audit.
- Promotes and Up sell the hotel’s facilities and to all guests and visitors.
- Assist guests during check in process ensure complete guest information is obtained based on Registration Card and billing arrangement is established according to FO policies and procedures.
- Maintain a proper record of any discrepancies and matters for follow up. Utilize additional remarks in SMS appropriately and ensure that traces are properly performed and filed.
- To be fully conversant with Loyalty or any frequent flyer Program outline by Mandarin Oriental Hotel group.
- Provide guest with safe deposit boxes services whenever required.
- Assist guest during checks out process and ensure proper billing arrangements are provided.
- Attends training conducted by the Learning and Development Department or the Department’s Manager.