Job Summary
Engage with hotel guests to enhance the service experience through activation of all outlet services within the lobby area.
Key Responsibilities
Engage with hotel guests to enhance the service experience through activation of all outlet services within the lobby area (e.g., Restaurant & Bar, Front Desk, Business Center, Lounge, etc.).
Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.
Respond to special requests from guests with unique needs and follow up to ensure satisfaction.
Gather, summarize, and provide local area knowledge to inform guests about the property and the surrounding area amenities, including special events and local activities.
Contact appropriate individual or department (e.g., Bell person, Housekeeping, Food & Beverage Server) as necessary to resolve guest call, request, or problem.
Required Qualifications
In order to be considered for this position, applicants must possess the following minimum qualifications. Applicants without the below listed qualifications need not apply as they will not be considered in the competitive pool.
Education
Diploma/Certificate in Hotel Management, Front Office Operations, Hospitality Supervision.
Diploma in Secretarial Science & Office Management; Management; Marketing Management; Business Administration/Education is required.
Experience
Relevant work experience in customer service related operation is advantageous.
Language Proficiency
Fluent in English language conversation, well spoken, read, write, and understand English. Additional language French, Arabic and Chinese are highly advantageous.
Required Skills and Competencies
Read, write, comprehend & well conversant in English to facilitate effective communication process,
Must possess good computer application skills,
Excellent knowledge of products and services provided by the hotel,
Good organizational and planning skills,
Ability to work with minimum supervision and handle multiple assignments,
Must be highly flexible with working hours
Required Skills
Consumer Behavior Drivers
Customer communication and understanding capabilities
Customer Service orientation
Good customer service, communications,
Desired Skills
Customer Relationship Management (CRM)
Strong coordination and networking skills