Guest Relations Officer (Front Office)

Position Summary

The incumbent in the position is responsible for providing the highest professional services in accordance with the Okura quality service standards. He/she is also acts as a representative of the hotel and handles all guest relations matters brought to his/her attention in order to ensure guests' satisfaction.

Primary Responsibility

• Maintains high visibility in the lobby and front desk area and provide assistance to our guests in a pro-active way. • Maintains a friendly and caring relationship with the guests during their stay by providing them with information on the hotel services and local sites of interest, handling their requests such as restaurant reservations and transportation requests. • Handles guest requests and complaints in a polite and efficient manner to ensures customer satisfaction and maintains a record of all requests received from all guests. • Collects guest questionnaires to track guest feedback on the service they received during their stay, assist to analyses and summarises their cominents for the hotel management and recommendations. • During peak period, provides help and support to the Front Desk, Executive Floor and Concierge Desk with check-in, check out and handling guest requests. • Keeps abreast on hotel products and services as well as on tourist and business travelling information that may be of any interest to our guests.

Requirements

• Bachelor's degree or equivalent of a College Diploma in Hospitality Management. • Minimum of 1 year experience in relevant working experience Hospitality industry • Job Knowledge - understanding the market, the business and customers in order to create competitive advantage. Guest Focus, Innovation, Cultural Awareness, Understanding the Business • Written skills, ability to write reports Well-balanced and friendly but firm personality • Fluency in English and Cantonese or Mandarin • Proficiency in Japanese is preferable • Proficiency in Microsoft Office software: Word, Excel and PowerPoint • Opera PMS and MICROS skill.