Job Description
We are looking for a dedicated professional to join our team in providing exceptional service to our guests. The ideal candidate will assist visitors from their arrival to departure, ensuring a memorable and enjoyable experience.
Responsibilities
- Welcome and assist guests upon arrival, during their stay, and at departure.
- Build positive relationships with guests and anticipate their needs.
- Ensure Kristall Club, VIP guests, repeat guests, and special occasions receive personalized attention before, during, and after their stay.
- Conduct courtesy calls and follow-ups to ensure guest satisfaction throughout their stay.
- Act as the primary point of contact for guest requests, inquiries, and concerns while proactively promoting and cross-selling the hotel's facilities and services, including F&B outlets, Spa treatments, and Concierge experiences.
- Coordinate guest preferences and special requests with relevant departments.
- Handle guest complaints promptly, professionally, and effectively, ensuring appropriate follow-up and service recovery actions as needed.
- Maintain accurate guest profiles and preference records.
- Engage with guests in the lobby to proactively identify their needs and enhance their experience.
- Respond to guest feedback across online review platforms and internal guest satisfaction channels.
- Participate in weekly operational meetings to maintain thorough knowledge of upcoming arrivals, VIP guests, special requests, and key guest information.
- Adhere to LQA standards at all times.
- Answer and manage all incoming and outgoing calls in a professional, courteous, and timely manner.
- Transfer calls accurately to the appropriate department or team member.
- Handle guest requests and inquiries, ensuring prompt follow-up and resolution.
- Take and relay messages accurately and efficiently.
- Coordinate communication between guests and hotel departments to ensure seamless service delivery.
- Provide information regarding hotel facilities, services, events, transportation, and local attractions.
- Monitor and dispatch guest requests through the hotel's communication and task management systems.
- Promote hotel services and facilities whenever appropriate to enhance the guest experience.
- Conduct pre-arrival calls to confirm details such as arrival times, transportation arrangements, special requests, and guest preferences.
- Conduct pre-departure calls to verify arrangements for departing guests, including transportation needs and overall satisfaction with their stay.
- Review and follow up on the daily Due Out list, ensuring departing guests have all necessary information regarding transportation, billing, luggage assistance, and departure procedures.
Apply online using the form below. Please note that only applications matching the job profile will be considered.