Senior Guest Relation Officer

GENERAL MISSION

To serve the needs of the business, our guests and our colleagues by ensuring that all guests are enjoying a positive and memorable Novotel Bangkok Platinum experience.

The Premier Floor Guest Relation Officer is a key ambassador for the hotel and the Novotel Bangkok Platinum brand. He or she creates one of the most powerful first impressions to our guests. Novotel Bangkok Platinum Premier Floor Guest Relation Officers all have a friendly and outgoing personality, and are genuinely interested in meeting and serving new guests from all over the world. The position necessitates being an information provider, receiver, diplomat, problem solver, salesperson, hotel representative, public relations agent, coordinator of activities and accountant, all performed with the utmost politeness, efficiency and friendliness.

At Novotel Bangkok Platinum, we are proud to represent our hotel and our country to guests from all over the world. We treat our guests and our colleagues with respect, and work hard together to deliver the highest quality of service to all.


KEY RESPONSIBILITIES

The key responsibilities for this position are:
- To provide immediate assistance to guests and complete the duties in the spirit of courtesy and hospitality.
- To ensure that the Premier Floor are clean and tidy, also make sure that all things are in good working order.
- To anticipate guest needs, and handle guest inquiries in a helpful and attentive Novotel Bangkok Platinum manner.
- To take personal responsibility for the service and attitude with which our guest service is being delivered, and ensure it meets the highest standard of Novotel Bangkok Platinum at all times.
- Take personal responsibility for ensuring all issues pertaining to guest satisfaction are met and that follow up is completed on a timely basis.
- To have a complete knowledge of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets and promotions, health club, and other Novotel Bangkok Platinum properties.
- To be proactive and innovative, suggesting alternatives that meet guest needs in enjoying their Novotel Bangkok Platinum experience.
- To attend hotel events, daily shift briefings and training to improve professional skills.
- To develop a close and harmonious working relationship with all hotel departments.



LEADERSHIP

Within Novotel Bangkok Platinum, the top-performing people who do this job always demonstrate the following attitude:
- Working with Others:
o They always try to anticipate and exceed the needs of customers and colleagues.
o They use their own initiative and good judgement to solve problems in a calm and efficient way.

o They enjoy working with others to achieve common goals. They volunteer as required to ensure the success of the team.
o They act with personal professionalism and integrity at all times.
- Taking Responsibility:
o They always conduct business honestly and fairly. They keep sensitive information confidential.
o They can prioritise their workload effectively and be organised and structured at work.
o They manage their time and pay attention to detail. They know their jobs, and are able to work without close supervision.
o They display a positive attitude, even under pressure. They personally check their work to ensure its accuracy.
- Delivering Results:
o They are committed to meeting and exceeding all performance standards.
o They constantly look to develop their own professional skills and abilities.
o They perform job tasks in line with established policies and procedures.
o They always try to provide a top-quality experience to all our guests.



LIAISE WITH

At Novotel Bangkok Platinum we always behave in the following way:
- We have pride in the work we do, how we present ourselves, and how we communicate with our guests and our colleagues.
- We use our initiative and always find the best way to solve a problem for a guest or a colleague.
- We work as a team with colleagues across all departments to deliver the highest quality of service on all occasions.
- We always think of new ways to surprise and delight our guests.
- We treat guests and colleagues with dignity and respect. Everyone is important.
- We hold ourselves to the highest standards of honesty and integrity.
- We are proud to represent our hotel and our country to guests from all over the world.


EXTERNAL LIAISONS
- Working with Others:
- We enjoy working with others as we are always in contact with different external suppliers such as travel agencies, companies, limousine service, shops owners- .
- We act with personal professionalism and integrity at all times.


REPLACEMENT AND TEMPORARY MISSION

- We enjoy working with others to achieve common goals. We volunteer as required to ensure the success of the team as we can be asked to replace our colleagues in other different outlets or departments.