FO Job Description – Guest Relations Officer

Key Responsibilities

• Plan and coordinate the provision of friendly, efficient services to guests
• Schedule activities for guests
• Plan and coordinate all promotional activities targeting clients
• Trace relevant statistics about clientele
• Coordinate and supervise all activities for guests
• Assist with check-ins / check-outs of clients
• Greet Guests upon arrival
• Assist guests with airline bookings and reconfirmation’s
• Assist all departments in being receptive to the needs of guests
• Assist staff with language and culture
• Attend recreation activities when necessary
• Plan and conduct group and function rundown meetings
• Assist in any other duties when required by the Front Office Manager
• Assist with translations (information: guest directory; menus etc.) as required
• Provide feedback from Guests to Front Office Manager for action

Occupational Health and Safety Responsibilities

• Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers
• Log security incidents and accidents in accordance with hotel requirements

Key Competencies & Tasks

Taking Responsibility

• Strive for constant improvement and take responsibility for your own performance
• Adhere to InterContinental Hotel Group Corporate Code of Conduct
• Adhere to Hotel Handbook and general policies and procedures
• Adhere to Front Office Policies and Procedures
• Report problems to Management with suggestions for resolution

Understanding My Job

• Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge
• Understands how their role fits with others and contributes to the success of business
• Understands the hotel’s facilities, products and services
• Provides information when requested and promotes hotel’s services, facilities and special events
• Implements department procedures and policies as needed

Customer Focus

• Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs
• Anticipate guest needs, handle guest requires, and solve problems
• Create a positive hotel image in every interaction with internal and external customers
• Adhere to hotel brand standards
• Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
• Assist guests and escort them to locations within the hotel at their request
• Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests

Teamwork

• Demonstrate cooperation and trust with colleagues, supervisors, teams and across departments
• Communicate well to ensure effective shift hand-overs
• Actively participate in organized meetings
• Interact with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication

Adaptability

• Be open to new ideas and make changes in the job and routines as required
• Work in line with business requirements
• Complete tasks as directed by Management

Developing Self

• Develop / update skills and knowledge (internally or externally) to reflect changed technology or changed work requirements
• Seek feedback critical on areas of shortfall
• Maximize opportunities for self development

Reliability

• Ensure that your work quality meets the standards required and complete tasks in a timely and thorough manner with minimum supervision
• Follow standards, policies and procedures
• Meet hotel attendance and grooming standards

Cultural Awareness

• Work effectively with customers and colleagues from different viewpoints, cultures and countries

RELATIONSHIP

Internal

• Must at all times show a positive approach to the position, when dealing with all members of staff and management alike

External

• Must at all times show a positive approach to the position and Hotel, when dealing with guests within the Hotel. As well as when discussing the Hotel with persons outside the property

Codicil

• This is a general position description outlining the responsibilities of the position of Japanese guest relations officer, and under no circumstances are you to consider this as final.
• Duties and responsibilities may be added or amended by the management of the Hotel at any time