Guest Experience Specialist

Under the general guidance and supervision of the Guest Relations Supervisor / Front Office Manager and within the limits of the established InterContinental Hotels Group policies and procedures as well as the local hotel policies and procedures. Handles all Guest Relations related tasks to achieve the highest possible guest satisfaction to current and future VIP’s and other guests.

At Best Plaza West Bay Hotel, we want our guests to feel able to do their best, achieve their goals and be recognized for their success. To help them, we need you to stay One Step Ahead and:
Create confidence by being an expert at what you do; by acting and looking the part and adapting your style to match your guests’ pace in all you do.

Encourage success by supporting and respecting your guests and their goals; by recognizing them and making them feel valued and important and offering thoughtful choices to help them feel restored and balanced.

Make it happen by being perceptive to your guests’ needs; by taking ownership for getting things done and working seamlessly with others to help guests be successful.

**Responsibilities**:
1. Check In and Check Out Guests

2. Ensures maximum guest satisfaction through personal recognition and prompt cordial attention from arrival though departure

3. Ensures Priority Club Rewards members consistently receive all benefits, repeats guests and other VIP’s receive special recognition and service

4. Ensures Priority Club programme is promoted to each non existing member

5. Inspects all VIP rooms prior to arrival

6. Greet VIP and other guests personally and bid farewell

7. Liaise with other departments to ensure excellent service delivery

8. Assist with house tour of guest/ groups or corporate clients

9. Ensures that Guest History is updated and used to make guest’s stay enjoyable

10. Ensures that up-selling targets are met and exceeded as well as cross-sells hotels facilities

11. Ensures that all arrival guests are being escorted to the respective room

12. Ensures that every guest is offered and shown a room orientation and if wished

13. Ensures that all limousine arrivals with arrival times receive an in-room check-in (liaise with transportation department)

14. Ensures that courtesy calls to the guest rooms are done on a daily basis

15. Ensures that guest feedback is logged and actioned if necessary

16. Handles guest complaints and refer them if necessary

17. Ensures guest amenities are in stock and placed upon arrival in the guest room

18. Review arrival lists for all arrivals and VIP’s to check room allocations, amenities and special requests

19. Ensures to be constantly updated on special hotel’s promotions

20. Assists the Front Office/ Club Lounge team with daily tasks if needed (check-in/ check-out)

21. Demonstrate service attributes in accordance with industry expectations and company standards including being attentive to guests, accurately and promptly fulfilling guests requests, anticipate guests needs, maintain a high level of knowledge which affects the guest experience and demonstrate a ‘service’ attitude.

22. Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers

23. Greets guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity

24. Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service

25. Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist

26. Demonstrate service attributes in accordance with industry expectations and company standards including

27. Greets guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity

28. Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service

29. Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist

SELF MANAGEMENT

1. Comply with Hotel Rules and Regulations and provisions contained in the Employment Handbook

2. Comply with Company Grooming Standards at all times to portray a professional image of self and the hotel.

3. Comply with Time and Attendance Policies set by the hotel.

4. Actively participate in training and development programs and maximize opportunities for self-development

5. Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety

6. Familiarize yourself with emergency and evacuation procedures

7. Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of the Line Manager

8. Comply with the Company’s Corporate Code of Conduct

9. Familiarize self with the company values and model desired behaviors.

10. Perform all tasks as dire