Guest Relationship Representative

Job Description

The Administrator, Guest Relationship Manager and Quality Assurance, Maid roles with Driving License (Male from Philippines Nationality Preferred):Overview:?ÿThe main source of all information that flows into and out ofÿZilalÿHomes?ÿOrganiseÿthe properties; the initial contact with the guest, collection of their document (passport, signed T+Cs), meeting the guest, handover of keys to the guest, deal with any issues though out the stay, guests departure?ÿOrganiseÿthe driver and the maid according to the check-in and check-out times?ÿManage the keys of the properties?ÿTo manage the DTCM process and become a subject matter expert in this field?ÿTo be the face ofÿZilalÿHomes, and the brand when meeting guests at the properties?ÿTo check the guests out of the property upon departure?ÿToÿorganiseÿthe properties ready for the arrivals?ÿTo take responsibility forÿall ofÿthe inventory within the properties?ÿComplete a full inventory check of all items in the properties?ÿCleaning of each of the properties, deep and light clean dependent upon the demand?ÿTake ownership of laundry, cosmetics in the shower units and cleaning inventory?ÿManage the laundry, and ensure that it is washed, dried and ironed on time?ÿTake ownership of all of the inventory that is in the property?Roles and Responsibilities:ÿ?ÿBe responsible for the deep cleaning of 7ÿZilalHomesÿproperties once guests check-out, usually within the hours of 12pm ? 5pm on the day of check-out?ÿIf the guests in any of the properties require extra cleaning services, it will be expected that they complete a light clean during the guest?s stay according to HQ?s timetableÿ?ÿResponsible for the replenishment of towels in the bedrooms and bathrooms, in the 7 properties?ÿResponsible for the replenishment of the shampoo, conditioner and body wash in each ofÿthe shower rooms?ÿResponsible for the removal of all laundry items from the beds and bathrooms?ÿResponsible for the cleaning of all laundry items, where they will need to wash, dry and iron the items?ÿResponsible for remaking the beds and dress them with new linen?ÿResponsible for keeping a track of the laundry, and ensure that there are 2 sets of sheets for each bedroom?ÿConduct a thorough deep clean of the properties once the guest checks-out?ÿResponsible for the cleaning equipment, and notifying HQ if more product is needed?ÿResponsible for the shower cosmetic items in the properties, and notifying HQ if more product is needed?ÿTo take full control of theÿZilalÿHomesÿRevenue Template?ÿTo confirm and manage allÿbookingsÿupon all of the channels; Booking.com,ÿAirBnB,ÿHouseTrip?ÿTo send emailÿconfirmationÿof bookings to the guests?ÿTo control documentsÿwhich are sent by the guest toÿZilalÿHomes, such as Passport copies and signed terms and conditions?ÿTo controlÿthe folders in which the documents are stored from each guest?ÿBe theÿconnector betweenÿZilalÿHomesÿand the guestvia email?ÿControlÿwho is due toÿcheck intoÿthe property, and who is due toÿcheck out ofÿthe property on each day?ÿEnsure that we have all of the documents from the guest prior to their arrival: Passport copies and the T+Cs signed?ÿCheck-in and check-out the guestsÿwithin 12 hours of check-inÿon the DTCM database, uploading the relevant informationÿ?ÿControl the deposit fees, and ensure that this is safely given to the accountsÿdepartment?ÿControl any maintenance issues throughout the guest?s stay, and be the manager between the guest and CTFMÿ(the maintenance contractor)?ÿBe on call for any issues that the guest?s encounter during their stay?ÿOrganiseÿthe cleaner to go to the property and clean the apartment/villaÿupon check-out?ÿOrganiseÿthe cleaner toÿclean the sheets in the Villa?ÿOrganiseÿthe keysÿfor each of the properties?ÿLook after all DTCM elements such as :?ÿRaise any relevant purchase orders?ÿEnsure that all DTCM items are kept up to date?ÿEnsure that all DTCM requirements at kept up to date?ÿTo meet and greet the guests and show them the amenities, 30 minutes before they arrive?ÿTo check the guests out of the property upon departure, and complete a brief inventory check 30 minutes before their departure and return their deposit to them?ÿToÿorganiseÿthe properties themselves and ensure that all items and accessories are in the property ready for the guest?ÿTo take responsibility for the inventory within the properties, and ensure that all breakages are reported to HQ and subsequently charged to the guest?ÿOnce the guest leaves, complete a full inventory check of all items in the propertiesBenefits:ÿ?ÿSalary?ÿCommission?ÿBonus?ÿCompany Car?ÿAnnual Ticket?ÿInsurance?ÿTraining

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