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· Responsible for training Guest Services Attendants in every aspect of their job:
- Answering calls
- Greeting guests
- Hold mail procedure
- Knowledge of services provided by the hotel
- Knowledge of all aspects reflected on Guest Services Directory e.g. shopping, doctor, etc.
- Message procedure
- Asking/communicating with guest as to achieve rapport and create ambience
- Knowledge of company Mission, Vision and Values
- Recommend other hotels in group, etc.
· In the morning talk to departing guests, ensure they enjoyed their stay.
· Complete Guest Questionnaires with departing guests.
· Assist departing guests with forward bookings.
· Print special arrivals list in morning and together with GM review arriving guests, identifying Frequent Guests and VIP's and Return Guests.
· Complete VIP and Return Guest form.
· Complete Return Guest gift list.
· Complete Frequent Guest list.
· Allocate rooms to VIP and Return Guest and ensure welcome letters, welcome back letters and gifts are place in room.
· Check allocated rooms for cleanliness and that guest supplies are in room.
· Spend time on desk ensuring Guest Service Attendants are following procedures, train and guide where necessary.
· Make presence felt in Restaurant and Bars and Banqueting during lunch and assist where needed.
· Ensure once a week the "Meet the Management Cocktail Party" takes place by sending invitations to regular guests.
· In early evening/later afternoon, prepare punch in summer, sherry in winter for incoming guests.
· Meet incoming guests, offer punch or sherry and ensure that they all feel welcome.
Titany answered the question on September 10, 2021 at 06:31
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