Guest Service Responsibilities
As part of our commitment to providing exceptional service, you will play a vital role in ensuring a memorable experience for our guests. Your responsibilities will include:
- Welcome and assist guests upon arrival, during their stay, and at departure.
- Build positive relationships with guests and anticipate their needs.
- Provide personalized attention to Kristall Club, VIP guests, repeater guests, and special occasions 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, and proactively promote and cross-sell 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.
- Implement service recovery actions based on guest feedback.
- Maintain accurate guest profiles and preference records.
- Engage with guests regularly in the lobby to proactively identify and address their needs.
- Respond to guest feedback across online review platforms and internal guest satisfaction channels.
- Participate in weekly operational meetings to stay informed about upcoming arrivals, VIP guests, special requests, and key guest information.
- Comply with LQA standards at all times.
Communication Tasks
You will also be responsible for managing communication effectively:
- 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.
Pre-Arrival and Departure Coordination
Your role will also include ensuring a smooth transition for guests before their arrival and upon their departure:
- Conduct pre-arrival calls to upcoming guests to confirm arrival details, transportation arrangements, special requests, and preferences.
- Conduct pre-departure calls to in-house guests to verify departure arrangements, 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.
To express your interest in joining our team, please apply online using the form below. Please note that only applications matching the job profile will be considered.