Posted Dec 26, 2017
Assist the Guest Relations Manager in developing better understanding and good will with the guests. Devise ways and means to attract and gain customer interest for the furtherance of customer loyalty and sale of rooms, facilities and services provided by the hotel. Interact with guests to attain optimum occupancy with a maximum average room rate while providing highest possible level of service to achieve highest guest satisfaction.
The Guest Relation Officer among other duties will be responsible
Develop understanding and good will with the guests. Devise ways and means to attract and gain customer interest for the furtherance of customer loyalty and sale of rooms, facilities and services provided by the hotel. Interact with guests to attain optimum occupancy with a maximum average room rate while providing highest possible level of service to achieve highest guest satisfaction.
Ensure that guests are given efficient personalized service according to their choice right from the stage of reservation, reception, check-in, occupancy, check-out, farewell and advance reservation at Hotel, Resorts and Suites at their next destinations. Special attention be paid to VIP / Long Staying / Repeat / Elderly / Children / Disabled / Visitors from different cultural backgrounds / Overseas Visitors / Unaccompanied Lady guests in accordance with Standard Operating Procedures.
Inspect the rooms blocked for VIP guests prior to their arrival. Personally greet and escort these guests to their rooms.
Constantly review the expected arrivals for the day to identify possible no-shows in order to maximize room utilization.
Arrange accommodation at a hotel, of the same category for guests that cannot be accommodated. Provide complimentary transport to such overflow guests.
Develop a rapport with all the guests, particularly Long Staying guests by arranging Long Staying Guests’ Parties.
Ensure immediate action on guest complaints both to the satisfaction of the guests and the protection of the Hotel interests by reporting and following
up with the Engineering Division, before the guest leaves the hotel. Major repairs should be immediately brought to the notice of the Guest Relations Manager.
Supervise the In House Music and Video Channels.
Assist the guests in organizing excursion tours / pleasure trips / shopping in the city.
Assist in guest services such as obtaining or reconfirming airline or rail tickets and the like.
Ensure accurate and timely submission and display of all required statistical data and performance reports.
Ensure maintenance of log books for the purpose of recording and disseminating pertinent information and instructions to all concerned.
Carry out orientation of new associates and training and development of all associates so that they can perform their functions more effectively.
Keep abreast with the facilities and services provided by the hotel and daily operations of the Front Office in particular and the hotel in general including VIP / group arrivals, F & B promotions and banquet functions so as to apprise the guests accordingly.
Set a personal example for the associates by consistent and impartial behavior in all personnel matters, including discipline through respect.
Perform all such functions as may be incidental or ancillary to the above functions.
Perform any other function as may be assigned by the management.
Provide necessary feedback on all important activities to the Guest Relations Manager.
Abide by the policies, rules and regulations of the Hotel on various issues / matters and Standard Operating Procedures.
Check personal hygiene and be well groomed in appearance by wearing a smart, clean and tidy dress with a name tag.
Maintain a professional image and be friendly and cheerful under all circumstances.
Skills
Job Details
Hashoo Hotels
Established in 1960 by a young and enterprising Mr. Sadruddin Hashwani, the Hashoo group initially operated as a trading enterprise. Through its founder's vision, strategic direction and unwavering commitment, the Hashoo Group has emerged as Pakistan's premium conglomerate with a diversified international business portfolio. From its humble origins in cotton trading, the Hashoo Group business interests today span the globe and encompass hospitality, oil and gas exploration and production, information technology, investment, minerals, ceramics pharmaceuticals, travel and tourism, real estate and commodity trading business. The Hashoo Group of companies has in its fold, as owner and operators, the Pearl Continental Hotels and Marriott Hotels brands with presence in all major cities of Pakistan and Ocean Pakistan Limited, a prestigious Oil and Gas exploration and production company.
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