Position OverviewThe Guest Service Specialist is responsible for extending a warm arrival welcome and fond farewell departure experience to all guests. The individual will assists the guests with their belongings, escorting and directing them to their destination and arrange for transportation and item deliveries.The Role
Greet and welcome all guests to the hotel in a warm, professional and friendly manner. Open doors, assist guests/visitors entering, and leaving property.
Ensure guests are greeted in the lobby with a warm professional friendly manner and anticipate their needs by offering assistance before being asked.
Assists in loading and unloading of guests belongings, escorting them to the front desk, to their transport or other venues within the property.
Provide efficient luggage storage, retrieval of parcels and other objects for guests and ensure accurate inventory of items on loan, and all items are collected in time or before check-out.
Assists in the delivery of parcels, letters, request items to and from guest rooms and or requested venue within the hotel. Assists guests in running of errands when requested.
Ensure luggage storage forms are filled and duly signed by guest and all applicable policies are explained to the guest.
Check the daily arrival list for all guests with special attention details. Recognize all returning and VIP guests, and extend a warm welcome back.
Arrange transportation (e.g., taxi cab, shuttle bus) for guests/visitors, and record advance transportation request as needed.
Monitor and assist guests on transportation booking requests, especially promote hotel transportation to maximize hotel transportation revenue and to communicate with taxi drivers for the guest if local taxi is required.
Ensure that hotel shuttle services and airport transfers are carried out smoothly and promptly.
Extending valet/parking procedures to all guests and visitors. Manages parking traffic especially during high occupancy and or events, functions or meetings.
Ensure the lobby, storage and work areas, as well as departmental equipment are kept clean and presentable at all times.
Observe safety and security rules at all times. Alert the manager and security of any unattended packages and stranger found in the property or surrounding area.
Be knowledgeable of the hotel's offerings, special events or promotions to provide most up-to-date information and accurate information to guests.
Be knowledgeable of the local city's culture and heritage by providing recommendations and directions to dining, tourist attractions and any local destinations.
Be able to check and reply email internally & externally (only with guest's agent)
Be able to perform checking & quoting all the prices of transportation and courier service request in timely manner.
Talent Profile
High School Graduate
Possess a good command of the English language and the ability to clearly and pleasantly communicate with guests, both in person and by telephone.
Ability to provide legible communication.
A college education or training in the hospitality industry.
Previous experience as a Bellman or Doorman in a luxury market.
