Assists the Guest Relations Supervisor in the day-to-day operations particularly with regard to arriving, in-house and checking-out VIP guests.
Facilitates check-in and check-out of VIP guests. Escorts VIP arriving guests to their rooms and explains facilities of the hotel. Sends-off VIP guests.
Ensures that VIP registration materials are complete and neatly prepared prior to arrival.
Ensure to do Room Inspection prior to guest arrival.
Assigns top management to meet VIP arriving guests.
Ensures a warm welcome to all arriving guests by acting as Lobby Ambassador.
Ensures a warm send-off by identifying VIPs to be sent-off by General Manager, Resident Manager and Department Head.
Coordinates with Housekeeping, Room Service, Bell Service, Guest Service Center and other departments with regards to guest requests, amenities and inquiries.
Updates and records all guest information or locator in the computer and ensures all concerned departments are advised accordingly.
Receives, records and handles guest comments, suggestions and complaints for management attention. Reports to the Guest Relations Supervisor, Asst. FO Manager and the Front Office Manager for any complaints requiring immediate attention.
Facilitates sending out amenity requests for guests that were inconvenienced.
Constantly monitors, issues and files any amenities given to guests
Conducts daily Courtesy Calls to in-house guests.
Ensures the knowledge of all Room Types and facilitates to optimize room sales.
Ensures awareness to room situation for the day.
Ensures maximum sale of rooms at the highest possible rate (i.e. up sell).
Ensures full knowledge of the computer system and options to render personalized service to guests.
Promotes inter-hotel sales and in-house facilities and is knowledgeable about banquet events, hotel facilities, Food & Beverage outlets and activities, special promotions and other information that guests may require.
Attends the daily Front Office briefing.
Ensures to update the guest history profile accurately so that pertinent information will enable all departments to provide service that will suit the needs and preferences.
Ensure to keep workplace neat and clean at all times.
