Guest relations is the main link between all departments from a guest perspective. Welcoming the guests and ensuring their stay is of the highest luxury level, anticipating guests needs and offering a cousu main service.
Responsibilities
- Attend the luxury forum on a daily basis advising team of VIP arrivals and special requests.
- Prepare arrivals for VIP guests, room allocations, welcome cards, placing gifts, preparing keys and anything else necessary.
- Prepare suite, limo arrivals and express check in regular guests.
- Support and assist the Front Office team whenever necessary, especially during busy periods.
- Attend the Front Office handover on a daily basis and brief Heartists on VIP arrivals.
- Communicate any special requests to the relevant departments in a timely manner.
- Performs related duties and special projects as assigned.
- Liaise with all departments to ensure all guests requests are taken care off.
- Follow Sofitel standards and ensures vision is maintained at all times.
- Co-operate, co-ordinate and communicate with other hotel departments as required.
- Be aware of activities taking place in the hotel and be familiar with daily functions and guest arrivals.
- Meet and greet guests in the lobby and escort as many guests as possible to their room.
- Assists all front office departments as necessary, especially in busy times.
Guest Service Responsibilities
- Receive and greet regular guests and other VIPs.
- Identify individuals needs for guest history and action.
- Encourage guests to complete guest’s questionnaires and note any feedback from VIPs.
- Provide a cousu main service to guests and record any particular cousu main moments on the forum then creating the cousu main book.
- Entertain VIPs and Regular guests as appropriate.
- Deal with guest complaints and follow up with the guest and within the hotel management.
- Register and attend to guests with specials needs