Guest Services Officer

REQ11123 Guest Services Officer (Open)

Position Summary

The position is accountable for supervising the daily operations of the Front Desk ensuring maximum guest satisfaction and maintaining professional standards of service.

The position is responsible for managing the shift ensuring check-in, check-out, Cashiering and related services are provided to guests and visitors to City of Dreams Manila in accordance with departmental set service standards.

Primary Responsibilities

• Delivers the brand promise and provide exceptional guest service at all times.
• Provides excellent service to internal customers as appropriate.
• Be familiar with the hotel’s products and services and policies.
• Assist to implement consistent guest recognition program and maintains a relevant guest history database.
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintains positive guest and colleague interactions with good working relationships.
• Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
• Ensures that guest history records are accurately maintained and all repeat guests are pre-registered.
• Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.
• Meets and greets all guests, assists with registration, and escorts guests to room.
• Ensures the strict control of room keys.
• Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.
• Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
• Embraces all Touches of Hyatt and the Rooms Top 20.
• Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
• Prepares welcome cards and keys for arrival FIT guests.
• Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.
• Works closely with other Club Lounge personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Supports and embraces the spirit of “We work through Teams”.
• Ensures that all guest details are entered correctly in accordance with the principles of clean data.
• Ensures the Club Lounge is kept clean and tidy at all times.
• Supports the implementation of Hyatt’s Purpose, Goal and our set of core Values, and embodies the same ensuring the team creates a great work environment.
• Supports the implementation of changes as a result of the Colleagues Experience Survey.
• Attends and contributes to all training sessions and meetings as required.
• Exercises responsible behavior at all times and positively representing the hotel team and Hyatt International.
• Maintains strong, professional relationship with the relevant representatives from competitor hotels, business partners and other organizations.
• Thoroughly reads the hotel's Associate Guidebook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
• Ensures high standards of personal presentation and grooming.
• Responds to changes in the Human Resources function as dictated by the industry, company and hotel.
• Carries out any other reasonable duties and responsibilities as assigned.
  
  

Qualifications

Experience

• 3-6 months related experience and/or training; or equivalent combination of education and experience Preferable prerequisite knowledge of the Travel/Hotel industry
  
  

Education

• College Level of any course or equivalent professional training
  
  

Skills / Competencies

• Fluent in both written and spoken English Knowledgeable in Hotel Property Management Systems (preferably OPERA)
  
  

Other Attributes

• Ability to stand and/or walk for an extended period of time during the shift
• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
• Ability to work on overtime when needed