Position Overview
Responsible for the management of all aspects of the Guest Relations function, in accordance with hotel standards. Directs, implements, and maintains a service and management philosophy, which serves as a guide to respective staff.
Key Responsibilities
Internal: Front Desk Staff, Bell/Door, Guest Services, Concierge, Reservations, Front Office Management, Room Service, Housekeeping, Accounting, Engineering, Conference Services, Executive Offices & Security
External: Hotel Guests not limited to VIP’s and Visitors, Tour and Group Leaders, Company Representatives
QUALIFICATIONS And REQUIREMENTS
Qualifications Required:
- Bachelor’s degree in Hospitality Management, Tourism, Business Administration or relevant field
- Two years of customer service and at least one year supervisory/management experience
Qualification Desired
- Advanced office skills training certificate
- Work experience that involves building customer service relationships
Essential Job Functions And Responsibilities
- Maintain complete knowledge at all times of:
- All hotel features and services as well as hours of operation
- All room types, numbers, layout, décor, appointments and location
- All room rates, special packages and promotions
- Daily house count and expected arrivals I departures
- Room availability status for any given day
- Scheduled daily group activity
- Maintain complete knowledge and comply with all hotel and departmental policies and procedures
- Obtain assigned bank and ensure accuracy of contracted monies. Always keep bank secure
- Access all functions of computer system according to established procedures and standards
- Conduct pre-shift meeting with staff and review all information pertinent to the day's business
- Monitor the check-in/check-out process, ensuring compliance with hotel standards, anticipate critical situations and assist wherever necessary to service guests expediently
- Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel
- Assist all Front Office personnel with their job functions as and when required to ensure optimum guest satisfaction
- Answer department telephone within three rings, using correct telephone greeting and etiquette
- Handle guest complaints according to standards ensuring guest satisfaction
- Block rooms in the computer and follow through on designated requirements
- Pre-register designated guests and prepare key packets
- Communicate pertinent guest information to designated departments / personnel
- Work closely with Housekeeping & Room Service management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns
- Review resumes for arriving groups; organize and coordinate VIP's
- Review the arrival report for accuracy and completeness
- Ensure that all VIP's are pre-assigned according to hotel standards
- Print special request reports and block according to 'Specifications
- Review daily VIP report and amenity list for accuracy. Correct as necessary
- Coordinate delivery time of-amenities with Room Service, ensuring timely delivery
- Monitor VIP arrivals; greet and escort them to their room
- Inspect VIP arrival rooms daily, ensuring compliance to standards
- Assist all department heads and executives in obtaining appropriate information regarding groups, inventory and guest information
- Process all check-outs according to established hotel requirements
- Assist staff with expediting problem payments.
- Review requests for late check-outs and approve according to occupancy Communicate such to Housekeeping
- Adhere to all cashiering procedures as per departmental standards
- Complete all paperwork and closing duties in accordance with departmental standards
- Perform other related duties as assigned
Success factors/Job competencies
- Leadership – demonstrated ability to lead people and get results through others.
- Planning – ability to think ahead and plan.
- Collaborating – ability to work well with people and departments
- Management – ability to organize and manage multiple priorities.
- Problem analysis and problem resolution at both strategic and functional levels
- Technical skills
- Commitment to Taj values
Physical Requirements
NOTE: All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
Position : * while performing duties of job, incumbent is occasionally required to stand, walk, sit, use hands to finger, handle or feel objects, tools or controls
Force: * employee must occasionally lift and/or move up to 25 pounds.
Sensory : * the noise level in the work environment is usually moderate
