Guest Service Executive

Description

The Guest Service Executive is responsible for providing courteous and efficient service to guests, ensuring their requests are met promptly. This role involves handling guest check-ins, managing phone inquiries, and up-selling room types and rates. The Executive will address guest complaints and issues following established procedures, while ensuring room security and adherence to emergency protocols. Additionally, they must be knowledgeable about hotel facilities, city attractions, and events, offering accurate information to guests. Strong communication and collaboration with hotel personnel are essential for maintaining smooth operations and guest satisfaction.

Responsibilities and Duties

Provide courteous and efficient service, aiming to meet guests’ requests. Ensure all telephone calls are answered promptly within three rings. Be knowledgeable about room types, rates, and availability, and up-sell when possible. Take ownership of guest complaints, resolving them promptly and reporting to supervisor for follow-up if needed. Write glitch reports when necessary. Ensure guest room security, emergency procedures, and fire safety. Encourage the use of Safe Deposit boxes (El-Safe) and follow related policies. Stay informed about hotel facilities, functions, and local attractions to provide accurate information to guests. Maintain a professional and courteous relationship with all hotel staff, ensuring effective communication.

Qualifications and Requirements

Minimum GCE 'O' Level qualification. Able to work rotating shifts. Positive attitude with an outgoing personality and strong public relations skills. At least 1 year of experience in a similar role within the hospitality industry. Knowledge of the Opera system.

Working Condition

Working hours

5 days / 44 hours