Responsible for the overall smooth operation of the Hotel. Act as the ＂Liaison Officer＂ between guests and Management. Raise accurate and detail log entries for all incidents and occurrences in the hotel and follow through closely to achieve “win-win” situation between guests and hotel.
•Attend to guest‘s requests and complaints
•Investigate complaints and address to the department concerned and response to guest with an appropriate explanation and apology
•Ensure LQE is delivered and a smooth and successful operation is carried out in these areas daily
•Co-ordinate with Front Office and Guest Services on VIP arrivals, walk-ins, groups and guests with special requests
•Co-ordinate with Engineering and Housekeeping to ensure that all rooms are ready for sale in the proper condition
•Co-ordinate with Housekeeping and Food and Beverage on any special requests for VIPs
•Co-ordinate with Security with regards to any criminal act within the hotel or suspicious guests
•Co-ordinate with Front Office cashiers on vouchers, billing instructions, deposits, rebates etc, to minimize bad debts, skippers, untraceable charges and allowances
•Inspect VIPs arrival rooms with appropriate amenities set up
•Meet and greet VIPs arrivals and departures as highlighted by FOM
-Responsible for the day to day operation of the Guest Relation section whilst on duty.
-To ensure that all the hotel’s guests are greeted, attended to and assisted with a level of serviced that is professional, efficient yet friendly and second to none.
-To ensure that all guests are made to feel comfortable and welcome in a genuine warm way at all times.
-Attend to all feedbacks/comments from guest and transmit them to the departments concerned and ensure that corrective actions are taken immediately
-Must have a keen sense of observation and should not be restricted to enumeration of observed facts but should suggest remedies and recommend improvements in hotel operation where opportunities for improvement services, increase revenue, etc.
To assists in all aspects of creating, delivering and maintaining of all flower arrangements and amenities.
-Ensure Hotel Public areas and Lobby areas flowers to be changed regularly.
-F&B flowers set up according to Event Orders and department requirements.
-Order all weekly flowers requirements according to Public Areas, F & B Areas