MAIN DUTIES AND RESPONSIBILITIES:
1.1.1 Maintain available to provide assistance for any matter related to making the stay of Hotel guests a pleasant and memorable one.
1.1.2 Coordinate with Room Service the delivery of fruits for VIP guests and prepares the VIP fruit baskets. Replenish them on a daily basis until the guests departure.
1.1.3 For the VIP guests, welcome upon arrival outside their assigned room and offer assistance.
1.1.4 After check-in, introduce themselves to the guest, escort the guest to their room and explain room and hotel facilities and offer assistance for the remainder of their stay.
1.1.5 Coordinate luggage handling with Concierge sections for arriving and departing guest to ensure safe and timely delivery.
1.1.6 At times, check in the arriving guest and check out the departing guests in a friendly and caring manner according to the procedures and Kempinski standards.
1.1.7 Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle.
1.1.8 Offer personalized wake-up to the room with tea or coffee as per guest requests. Offer assistance to guests with shoe shining, packing and unpacking luggage, collecting and delivering laundry and dry cleaning.
1.1.9 Keep abreast of all hotel promotions, product knowledge, VIP arrivals, and upcoming events in order to be able to answer guest requests and questions
1.1.10 Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.
1.1.11 Be aware of the hotel accident Prevention Policies..
1.1.12 Practices suggestive selling and able to familiarize guests to hotel facilities.
1.1.13 Co-ordinates with Front Office to ensure that payment of guest folios is protected at all times, vis-à-vis scanty baggage procedure & release of guest bags on departure.
1.1.14 Escorts guests to their rooms. For the first time guests, explain hotel facilities. In the room explain room facilities such as (how lights & TV function, safe, AC, fire exit, etc.)
1.1.15 Ensures that all guests are greeted on arrival & departure of the hotel and escorting each individual to the right direction.
1.1.16 Check Hotel situation, occupancy, functions, groups, VIPs.
1.1.17 Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time.
1.1.18 At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.
1.1.19 Maintain continuous contact with hotel guest to ensure that any problem or complain are handle efficiently and courteously.
1.1.20 Ensures prompt & efficient message, newspapers, parcels & package deliveries to guests, as per hotel policy.Arrange all guest transportation requests including Limousine service, Shuttle Bus and car rental with coordination with our rent a car agent available in the hotel.