Job description

Closely deal with all requests, problems and needs of guests staying at the hotel and find solutions to problems, focusing on guest satisfaction.

Listen attentively to guests to get an effective customer-oriented perspective and handle complaints properly.

Handle guest complaints and find solutions, report any problems that take time to solve to his or her direct manager and follow up on the matter.

Greet guests that will check in at the reception in coordination with the Front Office Department and, if possible, accompany the guests to their room and call them during the day to ask for any needs they may have.

Make “Guest Contacts” during the day in an effort to identify the level of guest satisfaction and, if any, complaints, suggestions and problems, and find solutions to these.

Write down any comments, requests, suggestions and complaints received from guests during the day and report together with their answers and actions.

Ask guests to fill out a questionnaire during the day. Assess the results of the questionnaire. Translate them into English and send them to all of the department managers.

Identify the special days of guests such as birthdays, wedding anniversaries etc., make the necessary organisation together with the related departments and monitor the organisation.

Work in coordination with all departments and ensure the flow of necessary information.

Take all special orders from guests such as birthday cakes, flowers etc., inform the necessary departments and ensure that the order is delivered to the guest.

Ensure that requests for a babysitter, plane or coach/bus ticket, restaurant reservation, medication etc. placed by guests are met as soon as possible.

Follow the VIP procedures and greet VIP guests and bid them farewell.

Walk agency representatives and potential guests around the facility.

Prepare written documents for activities to be announced to guests. Ensure that these documents are distributed to guest rooms with the help of the related departments.

Handle guest requests for the À la Carte restaurants and fill out a reservation form for each À la Carte restaurant and inform the F&B Department.

Observe the overall guest satisfaction during the activities and in the areas throughout the day and report to the Guest Relations Manager or Supervisor about the atmosphere.

Have detailed knowledge of all physical features of the facility as well as all activities and services offered at the facility.

Support hotel sales. Is authorised to sell charged services.

Take part in the Emergency Response Teams.

Keep any items that guests lose in the facility or forget in their room when checking out. Deliver any lost and found to guests still at the hotel or send them by mail.

Respond to guest inquiry forms and all written suggestions, complaints etc.

Provide guidance to guests for any diseases or health problems that guests may encounter and, if necessary, call a doctor and an ambulance. Monitor and report the incident to the Guest Relations Manager.

Be open to all developments related to the profession. Closely keep track of the developments so as to contribute to finding solutions.

Take part in training programmes and departmental internal communication meetings.

Due to being in direct contact with guests, must always look clean, neat and fresh.

Predict that all activities and purchased equipment and belongings may create disease for the environment. Join all activities which are organised to protect biological diversity and share the responsibilities. Share individual responsibilities in order to increase environmental knowledge and carry out necessary trainings. Provide minimum consumption of currently used items and equipment (paper, printed out etc.).

Implement necessary warnings and departmental trainings in order to save energy inside the facility. Continue implementing decisions which were taken for saving energy. Predict effects of environment and efficiency of energy on purchased equipment.

Implement responsibilities in order to eliminate and collect waste in a proper way, reduce environmental pollution and harmful effects to the environment and lead staff.

Carry out all responsibilities related to the quality management and food safety management systems implemented at the facilities.

Carry out all other duties assigned by managers and hotel management not specified in the job description.

Qualifications

• At least a vocational high school certificate or a related field or equivalent experience.
• Proven experience in the same role within the hotel industry.
• Knowledge of hotel operations, service standards and guest expectations.
• Effective communication and interpersonal abilities.
• Detail-oriented and capable of managing multiple tasks and priorities.
• Flexibility to adapt to a dynamic and fast-paced environment.
• Fluency in verbal and written English is essential.
• Additional Russian language is a must, Arabic will be an advantage.