• Demonstrates a commitment to provide warm, anticipative service to exceed the needs and expectations of our discerning guests.
• Bears a full & comprehensive knowledge of the Hotel, including all departments, services & outlets.
• Ensures personalized service is offered to guests during their stay. Identifies & anticipate guest needs.
• Maintains a high level of communication & feedback within the department.
• Abides with all policies & procedures as stated in the Guest Experience's SOP manual.
• Reports for duty punctually & in accordance to the issued department duty
• Adheres at all times to the Hotel Grooming & Uniform Standards.
• Provide food and beverage service in the executive club lounge with the ability to handle plate, hand carried service
• Reports guest complaints, requests and inquiries to Guest Experience Supervisor
• Reports any unusual occurrences or requests to the manager or
assistant manager.
• Participates in the orientation, meeting, and training process of all colleagues assigned to Executive Club Lounge
• Possess working knowledge of the Hotel Operating System (Opera)
• Bears full understanding & knowledge of all in suite services, technology, amenities, functions & systems.
• Carries out pre-arrival interviews
• Ensures that all procedures & responsibilities relating to the Greeting/Arrival procedures are adhered to.
• Assists & co-ordinates all in suite guest needs & requirements.
• Co-ordinates Laundry & Pressing collection & delivery
• Reports any suite maintenance requirement according to standard procedures.
• Coordinate delivery of all amenities &/ or gifts.
• Coordinates delivery of preferred newspapers & magazine to all suites.
• Ensures that all glassware, chinaware, and cutlery in the suite are cleaned, free of stains and presented as per standard.
• Sets-up any bottle of complimentary drink as per standard. Provides Tea, Coffee and Beverage service to all suites.
• Ensures a daily replenishment of good quality fruits, eventually, according to guests' preferences.
• Ensures that the flowers are always fresh and displayed in fresh water.
• Ensures that guest supplies are replenished and displayed as per standard.
• Provides personalized guest service (Luggage packing and unpacking, Shoe polishing, laundry collecting and delivery...)
• Builds a rapport with all allocated guests and maintains interactions in order to facilitate guest recognition and obtain information regarding their preferences for guest history.
• Provides a continual source of information, help and assistance to all guests.
• Ability to provide full itineraries of entire stay, with updates daily on turndown
• Facilitate guest departure, coordinating between Reception and guest to gain final approval and payment.
• Updates and maintains all guest history / profile
• To maintain amicable and co-operative working relations with other departments
• To attend any courses Management may deem beneficial
• Carry out other duties, directed by Management. Understands that business demands sometimes make it necessary to move employees from their accustomed shifts to other shifts.
• Performs other additional duties and special projects at the direction of Guest Experience Supervisor
