Guest Experience Expert

To be an ambassador of the Front Office and the hotel, in and outside the work place. To provide a personal service to all the guests, fully aware and following the hotel standards and procedures. To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service. To personally greet and escort the guests rather than pointing out directions. To ensure that the privacy of the guests and the confidentiality of the information is respected. To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility. To manage any guest complaint in a professional manner, by owning it, resolving it to the guest s satisfaction and recording it. To call the Duty/Night Manager, FOM for advice in serious cases or if an approval is required. To ensure a proper use of the telephone etiquette as per St. Regis standards. To always keep the working area clean and well maintained. To use appropriate materials, equipment and supplies for the smooth run of the Front Office operations and to ask for requisitions accordingly. To attend all guests approaching the Welcome Desk in the procedure of check-in / check-out, inquiries, key handling and all related matters, respecting the hotel standards and procedures. To share daily activity highlights with the manager including internal and external guest opportunities. To be aware of and to report all guest comments or complaints. To be aware of all VIPs visiting or staying in the hotel. To maintain an accurate guest profile. To check the arrival lists and to block all the rooms according to guest requests and needs, as advised by the Front Office Manager. To ensure that all assigned and blocked rooms requiring special set-ups are accurately displayed in the PMS and available to the Housekeeping and other departments in due time. To properly follow all CID and local government requirements concerning hotel guests and files. Education: High school diploma or G.E.D. equivalent. Related Work Experience: 2 years work experience on the same field in a luxury hotel.