GUEST RELATIONS

. The Front Office team is responsible for ensuring that the

expected service standards of the hotel are duly attained and

maintained.

• The impression created must be one of efficient, fast and

humane service by systematically acting in a courteous,

helpful, informative and polite manner.

• Greet all the guests at all times in a friendly and helpful

manner using the correctly pronounced guest’s name if

available/possible.

• Ensure the tidiness and cleanliness of the Lobby Area at all

times.

• Ceaselessly maintain the established service standards of the

hotel.

• Maintain permanent contact with all the hotel guests to

ensure that every possible complaint is handled in a

professional way.

• Be well groomed as per hotel standards, have a pleasant

attitude and always be ready to offer any needed assistance

at any time.

• Be thoroughly aware of VIP arrivals & departures on a daily

basis.

• Ensure that the departing guests always have a positive final

impression of the hotel’s services and staff. 

. Ensure that the VIP rooms are reserved as per policy or

request, set-up and inspected, giving special attention to all

the required amenities.

• Perform any other urgent duty occasionally required as

assigned by any of the Management Team.

• To be fully conversant with all the hotel activities and facilities.

• Inform any other Department / Division that needs to be

involved in the completion of the service to be performed.

• Always keep a high service standard behaviour and

appearance as expected/required by the hotel; your attitude

is to be irreproachable towards both guest and employee

alike.

Thanks for your reading this article. Have a good day and stay safe.