Guest Relations Executive

5 days ago

Kuala Lumpur, Malaysia Mandarin Oriental Hotel Group Full time

Responsible to meet and greet guests
- To obtain guest preferences and maintain guest history database, involved in guest recognition activities and retention of repeat guest ratio
- To ensure guests’ stays are comfortable and guest needs are met
- To maintain quality and personal services at all times
- Ensure effective implementation of the IMS policy and procedures
- Ensure continuous training and awareness of the IMS system
- Ensure OTPs are monitored and acted upon
- Identify areas of improvement through CPAR or suggestions
- Ensure operational compliance to legal regulations and other requirements
- Identification of new activities that are in relation to EASI and HIRADC.
- To edit, correct incomplete and/or poorly entered profiles and follow up with colleagues who have input incorrect addresses or profiles and take appropriate action
- Responsible for maintaining the LQE
- Carries out Lobby Duty during peak hours and to meet and greet guests upon arrival
- To ensure all rooms assigned for arrivals are ready prior to guest’s check in
- Checking of VIP’s room prior to arrival ensuring all known amenities are setup
- Provides quality service to guests by responding to their requests promptly, efficient and courteous manner during check-in, check-out and during their stay
- Attends FO/ Rooms briefings and regular or related meetings regarding guest recognition and database
- Ensures birthday/ anniversaries/ honeymooner setup for in-house and future arrival guests
- Co-ordinates service and amenity deliveries for each repeat guest based on personal guest preferences

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