The Guest Relations Specialist is responsible for ensuring we provide the highest level of guest service to all our guests in Fairmont, Raffles and Raffles Residences, and in assisting the Executive Office in its administrative works.
Responsibilities
GUEST RELATIONS and GUEST EXPERIENCE
- Support the Guest Experience Manager and ensure the guest experience centric culture is infused at all times and keep improving guest satisfaction
- Support the Guest Experience Manager and ensure VIP guests’ experience meets expectations from pre-arrival to departure
- Work with the guest relations team and ensure all standards and operational procedures are adhered to
- Assist in preparing for the VIP guest arrivals and take care of the special arrangements/requests for the guest
- To conduct audits that will check the hotel and brand standards and to assist in addressing the findings with the concerned department
- To answer guest reviews timely and to assist in resolving and recovering any issues encountered by the guest
- Consistently monitor VIP guest arrivals, in-house and departures. To offer assistance through the duration of their stay, and to assist in recording guest preferences
- Exhibit problem solving skill in an efficient and timely manner, has ability to recover guest experience from negative into positive one
- Allow and support team members to resolve internal and external guest service issues
EXECUTIVE OFFICE
- Support the Executive Admin in doing the administrative works, including but not limited to:
- Creating and sending minutes of the meeting, creating reports
- Creating welcome cards to be signed by the General Manager and the Hotel Manager
- Creating, releasing, and keeping track of Gift Certificates
- Assisting in any other requests of the General Manager and the Hotel Manager
- Routing documents for signature
- To assist florist in document handling
- Ordering supplies and equipment for Executive Office
RISK ASSESSMENT
- Conduct of workplace risk assessment (Hazard Identification Risk Assessment and Control)
- Conduct of job hazard analysis (Safe Work Method Statement)
- Reporting of workplace incident
OTHER INVOLVEMENT
- Familiarize with the ALL and AccorPlus Membership, and enroll guests
- Drive Sparkle and GPP
- Adhere to and promotes the Company’s Health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures
