Guest Relation Officer (GRO)

- ยินดีรับนักศึกษาจบใหม่
- สามารถสื่อสารภาษาอังกฤษได้เป็นอย่างดี
- บุคลิกภาพดี

Overview of duties
- During her duty GRO is expected to act as a hotel representative to welcome and farewell all customers, to keep standard in terms of appearance, attitude, smile & guest relationships.
- Performs Front Office, Reception and Information operations, applying the organizational structure defined by the Front Office Manager.
- Promotes the Pullman brand philosophy through his or her exemplary attitude, behavior, uniform and excellent communication skills.
- Forms the link and interfaces between the hotel's different departments and various points of reception. Is mobile.
- Takes care of guests from their arrival through to their departure. Contributes to guest satisfaction at all times by providing high quality services throughout their stay.
- Promotes the hotel's offer. Helps meet the department's quantitative targets through his/her sales efforts.

Main responsibilities
- Promotes the use of the automated check in/ check out kiosks to guests and provides assistance.
- Collects and inputs information on guests, to improve future visits to the hotel.
- To be available and alert at all time to assist guests in the lobby, including taking care of all calls from guest- s room efficiency with guest- s most satisfaction.
- To follow the standpoint rotation standard, welcome, greeting, and farewell.
- To ensure the neat and cleanliness of lobby area.
- To be proactive to get guest satisfaction feedback from comment card, then update guest- s profile and hand to AGSM.
- To escort all arrival guests from front entrance to check in either at the front desk or at the club with the completion of check in checklist and hotel information briefing including sell of international newspaper.
- To offer room escort assistance to all guests.
- To take care of entertainment order for delayed check in guest follows by policy and to ensure that guest is waiting at most comfortable. Delayed check in guest report copy to FOM every morning.
- To prepare order and follow up the amenities and card set up for Honeymoon, Birthday, and compensation guest with all concerns.
- To attend the reservation line with the standard reservation call and actively follow up selling guide before and after the reservation department operation hour.
- To actively present loyalty application, update and record in the system accurately then hand over to SAFOM.
- To will actively participating in briefing, committee, and training.
- To present and visible in the lobby, he or she is easily identifiable by guests as the person to whom they should go; Contributes to guests' sense of well being and loyalty, by establishing a warm and personalized relationship.
- To give priority to guest relations, while taking care to respect administrative procedures
- To anticipate guests' needs and takes them into consideration. Handles guests' requests for information and provides answers; puts them in contact with the appropriate people.
- To handle any customer objections, comments or complaints; provides a response as soon as possible while the guest is still at the hotel.