Guest Relations Agent

DUTIES AND RESPONSIBILITIES

1. Guest Relations Operations

- Assists the Guest Relations Supervisor in the day-to-day operations particularly with regard to arriving, in-house and checking-out VIP guests.

- Facilitates check-in and check-out of VIP guests. Escorts VIP arriving guests to their rooms and explains facilities of the Resort. Sends-off VIP guests.

- Ensures that VIP registration materials are complete and neatly prepared prior to arrival.

- Ensure to do Room Inspection prior to guest arrival.

- Ensures a warm welcome to all arriving guests.

- Coordinates with Housekeeping, Room Service, Bell Service, Guest Service Center and other departments with regards to guest requests, amenities and inquiries.

- Updates and records all guest information or locator in the computer and ensures all concerned departments are advised accordingly.

- Receives, records and handles guest comments, suggestions and complaints for management attention. Reports to the superior for any complaints requiring immediate attention.

- Facilitates sending out amenity requests for guests that were inconvenienced.

- Conducts daily Courtesy Calls to in-house guests.

- Ensures the knowledge of all Room Types and facilitates to optimize room sales.

- Ensures awareness to room situation for the day.

- Ensures maximum sale of rooms at the highest possible rate (i.e. up sell).

- Ensures full knowledge of the computer system and options to render personalized service to guests.

- Promotes in-house services, facilities and is knowledgeable about banquet events every day, Food & Beverage outlets and operation times, special promotions and other information that guests may require.

- Attends the daily Front Office briefing.

- Ensures to update the guest history profile accurately so that pertinent information will enable all departments to provide service that will suit the needs and preferences.

- Ensure to keep workplace neat and clean at all times.

2. Environmental Management System, Food Safety Management System Roles and Health & Safety Responsibilities & Accountabilities

- Attends required training in relation to the Resorts Environmental Management System (EMS), Food Safety, and Health & Safety management Systems (FSMS).

- Implements procedures as trained.

- Participates in environmental/ food safety/ health & safety-related activities as may be implemented.