Serve as the main point of contact for guests throughout their stay, providing personalized assistance and ensuring their needs are met promptly and efficiently.
Greet guests upon arrival, assist with check-in procedures, and provide information about hotel amenities, services, and local attractions.
Respond to guest inquiries, requests, and complaints in a professional and courteous manner, resolving issues to the guest's satisfaction.
Coordinate with other hotel departments, including housekeeping, front desk, food and beverage, and concierge, to fulfill guest requests and ensure seamless service delivery.
Anticipate guest needs and preferences, proactively offering recommendations and assistance to enhance their experience.
Maintain accurate records of guest interactions, preferences, and special requests using the hotel's reservation and CRM systems.
Collaborate with the sales and marketing team to identify opportunities to upsell hotel services and amenities to guests.
Conduct guest satisfaction surveys and feedback sessions to gather insights and identify areas for improvement.
Assist in organizing special events, functions, and VIP arrangements for guests as required.
Stay informed about hotel policies, procedures, and promotions to provide accurate information to guests.
Handle billing and payment processes, including processing guest check-outs and resolving any billing discrepancies.
Adhere to hotel standards of grooming, hygiene, and professionalism at all times.
Assist in training new staff members on client servicing procedures and standards.
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