Greet and welcome guests upon arrival, ensuring a warm and professional first impression
Assist guests with check-in and check-out procedures, addressing any queries or concerns
Respond promptly to guest requests and special requirements, liaising with relevant departments to ensure satisfaction
Handle guest complaints and concerns with professionalism, working towards swift resolution
Provide concierge services, including local recommendations, restaurant reservations, and activity bookings
Maintain detailed records of guest interactions and preferences for future visits
Conduct regular follow-up calls or communications with guests during their stay to ensure satisfaction
Coordinate with housekeeping, food and beverage, and maintenance teams to address guest needs
Collect guest feedback and prepare reports to identify areas for service improvement
Organise and support special events, celebrations, and group activities for guests
Maintain knowledge of hotel facilities, services, and local attractions to provide accurate information
Ensure all guest communications are documented in the property management system
Contribute to achieving guest satisfaction targets and positive online reviews
Represent the hotel professionally at all times, embodying the Fairmont brand values
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