Four Points by Sheraton, Riverview – Guest Relations Trainee

BASIC FUNCTION

• Responsible for assisting the DM/SDM in directing and supervising the activities of the department.
• Attend to all guests’ inquiries, improvement feedbacks and compliments and attend to guests’ needs promptly and professionally.
• Assigning rooms for all arriving guests after checking the guest preferences in the absence of Room Controller.
• Awareness of duty care and adhere to occupational, health and safety legislation, policies and procedures.

DUTIES & RESPONSIBILITIES

• Daily
• Responsible for all operational activities in the department.
• Be familiar with all rooms situation of the hotel, all room types and rates, promotions and new package plans.
• Be informed of room situation, expected occupancy, VIP arrivals, promotions, banquet and conference events.
• Oversee VIP guests, arrivals and departures.
• Provide outstanding customer service and ensure guest satisfaction.
• Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest.
• Provide direction and guidance to Front Office associates to meet hotel goals.
• Address guest inquiries and concerns in a timely and professional manner.
• Welcome, greet and meet customers at lobby.
• Coordinate closely with Duty Manager to enhance better skills and increase knowledge.
• Maintain and ensure cleanliness and orderliness at the Front Desk and all areas of the Lobby and public areas. Initiates corrective actions deemed necessary.
• Perform other duties as assigned by the Management.
• Weekly – Assisting SDM/DM to overseeing the daily operation run smoothly.
• Monthly – Attend monthly Front Office meeting and provide solution and open discussion during day-to-day operation.
• Yearly – Ensure Hotel Vision, Mission and Core Value are met and executed accordingly. Guide associates who in doubt.