OPERATIONS 

• Personalize each guest's interaction by using their name during conversations. 

• Be responsible for maintaining guest profiles to provide an accurate source of information on each guest’s needs and preferences, in compliance with local data regulations. 

• Stay informed about potential VIPs arriving or visiting various hotel areas, ensuring they are welcomed and accompanied to their destination. 

• Efficiently handle all front desk administrative tasks, ensuring guest account accuracy and proper billing/credit card processing in line with local charge limit regulations. 

• Manage all guest complaints in a professional, personal, and empathetic manner. 

• Ensure all relevant information is promptly communicated to the front desk management team. 

• Seek continuous improvement in personal knowledge and skills, actively engaging with leadership in creating best practices for the front desk. 

• Support the rate strategy set by the Revenue team. Maximize hotel sales and revenue by promoting upselling/cross-selling. 

• Ensure guests receive a quick and efficient check-in and check-out process. If applicable, be knowledgeable about the digital check-in process to assist guests accordingly. 

• Attend internal and external guest phone requests if the hotel does not have a centralized Guest Service Line. 

• Act as a hotel ambassador whenever representing the company. 

• Be responsible for maintaining guest profiles to ensure an accurate source of information on each guest’s needs and preferences. 

• Immediately communicate all pertinent information to the front desk management team. 

• Demonstrate the ability to work under supervision and maintain a courteous and helpful attitude toward both colleagues and guests, with strong communication skills, enthusiasm, and a willingness to learn. 

• Have the ability to understand and exceed guest expectations and needs. 

• Support, uphold, and enforce hotel service standards. 

• Ensure that all guest inquiries or requests are handled politely and efficiently within an acceptable timeframe. 

CUSTOMER EXPERIENCE 

• Be knowledgeable of the Brand philosophy and comply with the standards, operational and identity manuals that apply to their department.  

• Ensure the customer's experience and personalise their stay, anticipating their needs and exceeding their expectations.  

• Deal with customer incidents, communicating the actions taken to the person in charge. Escalate the incident to the person in charge if a solution cannot be found. 

• Be knowledgeable of the Voice of the Customer goals and to execute the necessary actions to achieve them.  

• Support their manager with the Sensory Architecture established for their areas.  

• Be knowledgeable and promote the hotel’s services and facilities as well as the entertainment programme, experiences and events.