Lady in Red (Guest Relations/ Butler)
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Key skills for this role
Role Overview
Serve as the hotel ambassador and an extended arm of the General Manager.
Welcome, meet, and farewell hotel guests while delivering the highest quality service standards.
Take immediate decisions related to guest well-being.
Key Skills for This Role
Full Job Posting
Role Overview
Serve as the hotel ambassador and an extended arm of the General Manager.
Welcome, meet, and farewell hotel guests while delivering the highest quality service standards.
Take immediate decisions related to guest well-being.
Guest Relations
- Welcome and facilitate guests and visitors throughout the hotel.
- Welcome, escort, and farewell top VIP guests and coordinate tailored VIP itineraries.
- Handle guest complaints and requests, record them, follow up, and inform operating departments.
- Provide information about hotel services, internal promotions, directions, and the surrounding area.
VIP and Guest Information
- Maintain knowledge of in-house VIPs, hotel functions, and special events.
- Collect guest and VIP feedback from Google, Opera PMS, briefs, and other sources.
- Distribute updated guest information through fact sheets, reports, newsletters, and relevant departments.
- Update guest profiles and guest-history records with information about stays.
Coordination and Standards
- Liaise with the Front Office Manager and General Manager on VIP greetings, departures, and itineraries.
- Make upgrades, complimentary service, and rebate decisions according to hotel policies and procedures.
- Attend daily briefings and training programmes.
- Report hazards, participate in special projects, and perform related duties as assigned.
Role Requirements
- In-depth knowledge of the hotel and the geographical layout of the city and surroundings.
- Knowledge of in-house VIP guests, hotel functions, and special events.
- Ability to handle guest complaints and requests efficiently and coordinate follow-up.
- Ability to maintain accurate guest records and make policy-compliant service decisions.
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