Duties and responsibilities

Guest Check in and Check Out Services

• Provide excellent guest experience and exceptional service during vacation.
• Ensure guest benefits from a professional customer service upon arrival, during stay till departure.
• Monitor daily bookings through system and ensure all relevant formalities are readily set up before guest arrival.
• Planning and communication of daily activities towards junior team members.
• Create awareness for special requests and follow-up through excellent monitoring process and site visit in respective properties.
• Assign tasks to subordinates and ensure feedback are obtained through proper tracking process.
• Promptly address guest requests in a professional manner.
• Maintain constant communication with Property owners and inform of any development or changes requiring attention.

Concierge Services

• Work out in setting up a network of service providers and negotiate best deals.
• Be responsible for portfolio of services on offer and pricing packages.
• Liaise with stakeholders and service providers for bookings and purchase of services and products.
• Ensure all accounting and documentation processes are followed in terms of purchase order, invoices, payment, receipts, and other required documents (back up).
• Actively listen and resolve queries and complaints.
• Coordinate and manage communication between guests and employees and follow up to ensure proper action.
• Monitor team’s performance and produce regular reports and feedback.
• Analyse guest feedback from reviews and suggest ways to improve ratings and bring better improvement.
• Establish sociable and professional relationships with regular clients.
• Provide outstanding services and ensure customers/guests satisfaction.
• Report unresolved issues or anomalies to Head of Department and General Manager for immediate resolution.
• Monitor and manage expenses within allotted budget.
• Updating client information in relevant database as required.
• Promote upselling of services to clients in order to maximise revenues.
• Provide excellent service to maintain a positive reputation for the business
• Set revenue targets, develop, and execute a strategy to meet same.
• Any other duties related to position.

Requirements

• HSC or Diploma Holder in Marketing.
• Experience as Guest Relation in Hotel Industry and Property Services.
• Excellent communication skills – verbal and written in English and French. A third language would be an advantage.
• Good team management skills and tasks delegation.
• Punctual, professional and good interpersonal skills.
• Holder of a valid driving license and must have own vehicle.
• Possess a clean certificate of character.
• Flexible in working hours and ability to work odd hours.