Guest Experience & Quality Officer
- Grand Port
- Not disclosed
- Permanent
- Added 28/02/2024
- Closing 29/03/2024
• To ensure all welcoming, problem handling and departure procedures are carried out & adhered to as per brand standards & established hotel standards and procedures.
- Greet all guests personally & ensure that all guests receive a speedy, efficient check-in and check out.
- To ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
- To ensure Club members, VIPs, repeat guests consistently receive all benefits, and special recognition and service
- Review arrival lists and dossiers for all arrivals and VIPs , amenities, and special requests
- Inspects all VIP rooms prior to arrival
- Oversee maintenance of efficient repeat guest history system
- In-house facilities
- Perform such functions as to include:
- Enrollment to IHG Reward Program
- Priority Club and regular guest welcome letters
- Attending to special requests of guests
- Handling of direct inquiries relating to the operation of the hotel.
- Personally greet all clients entering the hotel and accompanying them to either the lift, conference rooms or F&B outlets e.g restaurant.
- Talk with client to ensure satisfaction with their stay or function or any activity the client attended.
- Follow-up with client after event /lunch/dinner etc..to ensure that all was satisfactory, that they were properly treated, and to thank them again.
- To record all requests/complaints of clients, handle the problem and ensure that the guest is satisfied.
- To monitor on a daily basis the Guest Satisfaction .
- Respect established/ agreed time parameters in service, and provide a professional, discreet and personalized service at all times to all guests and visitors. Ensures guests’/ visitors’ satisfaction at all times
- To ensure that all operating equipments used under the Guest Relations Section are in good working conditions at all times, and report any damages to immediate superior
- To adhere to all IHG brand standards procedures.
- Help guest to book excursions, taxi and tour.
- To liaise with other department to resolve any guest problem.
To keep accurate records of guests requests and complaints and the problem handling process.
- Perform any duties and tasks entrusted to you within the framework of your category, according to your skills and competencies
- .MUST HAVE
- Experience in Hotel Industry
- Excellent communication skills written and oral in English and French
- Flexibility to work at odd hours
Could be a definite advantage minimun 2 years experience on Opera.