Guest Relation Officer

Qualifications:
? Experienced at least 2 - 5 years in Hotel & Hospitality
? Japanese native or Japanese speaker ? Communicate well both English & Japanese
? Aged not over 28 years
? Well-groomed and good personality

Guest Relation Officer ( Japanese native or Japanese speaker )
Tawaravadee Hotel Resort
Job Description:

A hotel guest relations officer (GRO) is at the forefront of customer service. He or she is one of the first hotel workers to greet guests as they arrive. The GRO provides hotel guests with above-and-beyond service to ensure their experience will be worth remembering. The position ensures that guests are happy from the moment they step into the hotel until they leave. Sometimes, he or she continues to provide superior customer service after the guests are long gone.

Responsibilities:

1. Anticipates and responds to all onboard guest needs.
2. Strives to provide superior and exceptional service to the guests. Takes ownership and responsibility to resolving issues by listening, understanding and empathizing with the guests.
3. Follows standards and procedures as directed by the corporate office. Establishes and maintains administrative and record keeping systems associated with guest relations services.
4. Ensures that the daily log is maintained and updated in a timely manner. Completes all assigned embarkation and disembarkation reports and responsibilities. Maintains and updates manifests and reports properly.
5. Effectively anticipates and responds to onboard guest service needs. In a timely manner resolves guest complaints with proper follow up (by phone or in person) to ensure their requests and/or concerns have been addressed to their satisfaction and update GRM.
6. Works well in a multi-cultured team environment that addresses guest concerns as a priority with other departments.
7. Manages Neptune Lounge & Telephone Concierges and Guest Relations Attendants. Sets work schedules for all department personnel. Assigns and ensure completion of work.
8. Trains, coaches and develops staff, based on either feedback or materials provided by the corporate Guest Relations Trainer. This may include presentations, manuals, procedures, checklists, forms, diagrams etc.
9. Ensures ongoing weekly training is administered to all staff focusing on guest service improvements.
10. Evaluates the performance of all assigned staff and reviews with the Guest Relations Manager.
11. Maintains and updates Port Information and Shore Excursion information in order to assist Guests with inquiries.
12. Assists as directed to perform other miscellaneous duties as assigned by manager.
13. Performs cash handling duties as required in supervision of staff in a manner consistent with established policies and procedures.

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