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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
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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

*  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

*  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

*  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

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

*  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

*  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
Dear Hotelier,
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SpammerTypeDate AddedLast SeenTimes ReportedThreatProfile
[email protected]2010-04-172010-04-17 09:51:082
6# nenupharvn

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Property job descriptions

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Building associate
Building executive
Building supervisor
Building specialist
Building director
Building manager
Building assistant manager
Building assistant
Building officer
Building coordinator
Building clerk

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