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Responsibilities

• Communicates effectively and genuinely with guests, team members, and other departments.
• Maintains a friendly and caring demeanor in a fast-paced environment.
• Maintains a professional image according to hotel and company guidelines.
• Demonstrates teamwork by cooperating and assisting colleagues.
• Greets and welcomes every guest upon arrival.
• Becomes informed of events and functions in the hotel during shifts.
• Promotes hotel services, facilities, and outlets, and provides guest information to increase satisfaction.
• Resolves guest complaints to the customer's satisfaction, and communicates issues to management.
• Anticipates guest needs and is proactive in job performance.
• Responds quickly to guest requests in a caring, friendly, and professional manner, and follows up to ensure satisfaction.
• Stays current with hotel developments by reviewing and updating the communication logbook.
• Assists in all emergency procedures as required.
• Attends all mandatory meetings and training classes.
• Has knowledge of key hotel personnel and their positions.
• Has knowledge of the hotel's surrounding area, including local attractions and amenities.
• Completes all assigned checklists.
• Rooms guests using the bellman script to inform them about the hotel and its facilities.
• Delivers faxes, messages, packages, and flowers for guests, and fulfills other requests.
• Observes and reports maintenance or housekeeping needs in corridors, lobby, and guest rooms.
• Is aware of daily group arrivals and departures.
• Ensures the efficient delivery and collection of group luggage.
• Assists guests with luggage from rooms to the hotel entrance.

Skills

• Effective communication
• Guest service
• Teamwork
• Problem-solving
• Proactiveness
• Professionalism