FO Job Description - Guest Relations Officer

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 & KEY 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

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