Has a complete knowledge of the Hotel including the geographical layout;
Knowledgeable about all VIPs in-house, Hotel functions and special events;
Greets VIP guests and escorts them to their rooms;
Interacts with all guests as well as individuals outside the hotel;
Makes a courtesy call to in-house guests;
Inspects guest rooms daily, and insures that all in-house guests receive their daily amenities as per set standards;
Prepares Welcome letters/amenities to all guests;
During peak period, provides help and support to the Front Desk, Executive Floor and Concierge Desk with check-in, check out and handling guest requests;
Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all requests received from all guests. Follows up when necessary;
Look out for daily birthdays of in-house guests and ensures the delivery of birthday cards and cakes to their rooms;
Relieves Business Center and Front Desk employees when needed;
Update guest history profile;
Informs other operating departments, notably Housekeeping and Food and Beverage Departments on matters that concern them;
Analyze guests? comments and complaints and produces weekly reports;
Informs management of special events, functions, and problems;
Keeps a logbook with all VIP arrivals and requests;
Attends & participates in daily briefings as scheduled;
Prepares a list of guests? birthdays. For in-house guests, sends a cake and a card signed by everyone, while for guest abroad, sends a birthday card signed by everyone;
