Korean Guest Services Officer

2 weeks ago

LapuLapu City, Central Visayas, Philippines Filinvest Group Full time

FILINVEST COMPANY: CRIMSON RESORT & SPA MACTAN


JOB SUMMARY:

In accordance with the policies, procedure and standards of Chroma Hospitality, Inc. and Crimson Resort & Spa, Mactan, under the supervision of the Guest Services Manager, the limits of established Crimson Resort & Spa Mactan policies, procedures and Rooms Division Manual, the Korean Guest Services Officer ensures guest satisfaction by providing personalized service to guests in the most courteous and efficient manner as well as contributing to optimizing room sales. The position is also responsible for providing complete and accurate information in response to internal and external queries and assists in creating a favorable public image as part of the service.

JOB DESCRIPTION:

  • Assists the Guest Services Manager Guest Services in the day-to-day operations particularly with regard to arriving, in-house and checking-out VIP guests.
  • Facilitates check-in and check-out of VIP guests. Escorts VIP arriving guests to their rooms and explains facilities of the hotel. Sends-off VIP guests.
  • Ensures that VIP registration materials are complete and neatly prepared prior to arrival.
  • Ensures to do Room Inspection prior to guest arrival.
  • Assigns top management to meet VIP arriving guests.
  • Ensures a warm welcome to all arriving guests by acting as Lobby Ambassador.
  • Ensures a warm send-off by identifying VIPs to be sent-off by General Manager, or Department Head.
  • Coordinates with Housekeeping, Room Service, Concierge and other departments with regards to guest requests, amenities and inquiries.
  • Updates and records all guest information on HMS and ensures all concerned departments are advised accordingly.
  • Receives records and handles guest comments, suggestions and complaints for management attention. Reports to Guest Services Manager Front Office (Duty Manager/AFOM) and/or Front Office Manager for any complaints requiring immediate attention.
  • Facilitates sending out amenity requests for guests that were inconvenienced.
  • Monitor Japanese guests In-house and do courtesy call to ensure Japanese guest(s) needs are being attended in a timely manner.
  • Prepares and constantly updates Long Staying Guest contracts on file.
  • Ensures the knowledge of all Room Types and facilitates to optimize room sales.
  • Ensures awareness to room situation for the day.
  • Ensures maximum sale of rooms at the highest possible rate (i.e. up sell).
  • Ensures full knowledge of the computer system and options to render personalized service to guests.
  • Promotes inter-hotel sales and in-house facilities and is knowledgeable about banquet events, hotel facilities, Food & Beverage outlets and activities, special promotions and other information that guests may require.
  • Attends the daily Front Office briefing.
  • Ensures to update the guest history profile accurately so that pertinent information will enable all departments to provide service that will suit the needs and preferences.
  • Ensure to keep workplace neat and clean at all times.
  • Maintains appropriate standard of conduct, dress, hygiene, uniform, appearance and posture according to established guidelines by the hotel.
  • Adheres to established policies and procedures of the hotel in all tasks assigned.
  • Personally attends to all Japanese guest queries and concerns.

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