Last Updated: 2024/09/05

Company: Luxury Hotel Industry: Hotel Industry

Job Responsibilities:

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.

• Perform and oversee the in-suite check-in to ensure it is delivered in a timely, courteous and professional manner.

• Obtain guest feedback where possible and report to Front Office Management if any.

• Ensure food items are set in proper quantities and to hotel standards. Maintain regular contact with the Chef to provide feedback and support the efforts to dispatch food of the highest quality with excellent presentation which will reach the guest at an optimum temperature.

• Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them.

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

• Address guests' service needs in a professional, positive, and timely manner.

• Thank guests with genuine appreciation and provide a fond farewell.

• Assist other employees to ensure proper coverage and prompt guest service.

• Perform other reasonable job duties as requested by supervisors.

Job Requirements:

• High school diploma or equivalent training.

• With relevant work experience in 5-star hotel will be an advantage.

• Well grooming and good communication skills.

• Excellent guest service relation skills.

• Good at problem solving and detail-minded.

• Fluent in written and spoken English/Mandarin/Cantonese.