Send pre-arrival emails and questionnaires to gather more information from guests
Recognize all guests and build rapport in order to develop personal guest contact, obtain preferences and proactively anticipate guest needs.
As needed, manage guests’ schedules to anticipate potential needs.
Maintain a high level of privacy and confidentiality on behalf of guests when possible.
Address guests' service needs in a professional, positive, and timely manner, consistent with company policy.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible
Engage guests in conversation regarding their stay, property services, and area attractions/offerings
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Assist other employees to ensure proper coverage and prompt guest service.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access within the mansion)
Ensure all members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service
Other Responsibilities
Be fully conversant with all departmental Fire, Emergency and Bomb procedures
Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
Use safe manual handling techniques and practice safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimize our impact on the environment and prevent pollution.