Guest Relation Officer

Requirements
– Communication skills – guests will need to come to you with concerns as well
as compliments, so you’ll be easy to talk to
– Your problem-solving skills will turn issues into opportunities so every guest
leaves with great memories
– Fluency in the local language – extra language skills would be great, but not
essential
– Literate and tech-savvy – you’ll need a good grasp of reading, writing, basic
maths, and computers
– Flexibility – night, weekend, and holiday shifts are all part of the job
– Experience – ideally you’ll have spent at least one year in a front desk or
guest service position

How do I deliver this?

We genuinely care about people and we show this by living out our promise of True Digital Hospitality each and every day. It’s what connects every colleague in all Five Senses hospitality platform. Each Five Senses Airbnb Hotel brand delivers True Hospitality in its own way, and at the heart of it, all are specific, core service skills.

– True Attitude: being caring, wanting to make a positive difference, and
building genuine connections with guests
– True Confidence: having the knowledge and skills to perform your role, and
giving guests the confidence that they can trust you, to help and support
them during their stay
– True Listening: focusing on what your guest is saying, picking up on body
language that is often overlooked, and understanding what the guest wants
and needs
– True Responsiveness: is about providing guests with what they need, and
doing so in a timely and caring manner

Responsibility
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Hotel Receptionist, you’ll not only be the person they rely on to handle transactions, offer local insights, and anticipate every detail of a friction-free experience. You’ll also create a warm atmosphere that makes our guests feel at home in any location. Your day-to-day

– Be the warm welcome that kicks off a memorable guest experience
– Acknowledge Five Senses Reward members and returning guests, in person
or on the phone
– Take and manage guest bookings, and up-selling opportunities and tell
them about ways to improve their stay
– Handle cash and credit transactions
– Start every stay right by swiftly checking guests in and out – take IDs, hand
out room keys, and control and release safety deposit boxes
– Stay one step ahead of guests’ needs – record and act on their preferences,
and handle their messages, requests, questions, and concerns
– Be a trusted contact for all guests. Help them with anything from bill issues
to local knowledge, and loop in management when necessary
– Stay safe all the time. Following our safety procedures, you’ll report all
incidents and wear any protective gear needed
– Take pride in your appearance and place as a brand ambassador
– Always know what events and activities are on the day’s schedule
– Jump into overtime

018-2556223