Guest Relations Executive

ObjectiveAll GRE, expected by the management to be “as one spot point”. Where all the guests complaint / problem / queries could be solved promptly, professionally & efficiently to full the guest satisfaction .Guest Relations will be a representative to the hotel & management to perform the professionalism & service excellence to the hotel. General Manager who is “Captain of Ship” like to give personalized attention to all guest, he delegates this role to GRE.

The best way to describe her role is to compare her role to hostess at a home. E.g. Mother, wife or sister who welcomes a guest and make them feel comfortable.

Key to success:-

1. Self discipline

2. Punctual

3. Courteous

4. Professional Attitude

5. Communicative

6. Helpful

7. Attention to detail

8. Natural warmth and friendliness

9. Alertness

10. Innovative

11. Well groomed

12. Honesty

13. Team work

Guest Relation Manning

Guest Relation Executive ideally manned from 07.00 am until 23.00pm, but it all depend on the size of the hotel itself. Rest depend upon house status of the hotel, if you have maximum arrivals and departure at mid night so in that case GRE need to do night shifts also.

PERSONAL GROOMING

• Your poise, manner and attitude are crucial in reflecting the professional image of the hotel which implies competence and professionalism. In order to achieve that image, the standards may involve limiting personal preferences.

DEPORTMENT

• 1. Good posture should always be maintained. Stand upright with hand down.

• 2. Be courteous, use phrases like "May I help you?" and end a conversation by saying “Thank you".

• 3. Keep an eye contact and be sure that you give your undivided attention to the guests.

• 4. Work related issues when discussed should be done in a professional manner and tone on the guest's presence.

• 5. Should always look up and smile readily.• 6. Idle conversation among staff in the presence of

guests should never be carried out

APPEARANCE STANDARDS

Uniforms• 1. Must be neat and well

pressed.• 2. Must be clean and

spotless.• 3. Well maintained, no

patches and missing part e.g. buttons.

• 4. Buttoned up and hooked as designed.

• 5. Clean and unscratched name tag to be worn.

Footwear

• 1. Plain black colored shoes or polish able leather only. Open toed shoes, sling back shoes and moccasin are not permitted.

• 2. Covered heeled ladies court shoes with 5cm heels.

• 3. Must be well maintained, clean and good condition.

Accessories

• 1. Continental watch only, no fancy designed or colored watches allowed (e.g. Swatch).

• 2. One pairs of studded earring not bigger that 1cm in diameter. Nose studs and earlobe clips are not allowed.

• 3. Maximum 2 rings allowed. Wedding band and engagement tings only.

• 4. All accessories worn e.g. watch, ring, earring and necklace must be in conservative design and presentable

Hair

• 1. Neat clean and professional looking. Punk hairstyles and coloring of hair is note permitted.

• 2. Fingers must be neat and just touching eyebrows.

• 3. Short hairstyles length or shorter must be styled and keep away from face.

JOB DESCRIPTION GUIDE LINES

• When you start to open the manual before starting the training ask her is she has an idea about what is Guest Relation, and what makes her interested to work in the department.

• Read the job summary thoroughly, ensure she is clear with the information.

Now you start to explain the duties of GRE:

Ensure that; whenever possible, guest receive personal recognition.

Guest will be happy if they are being recognized, they will feel that they are important, special touch, etc. There is so many ways to recognize them, firstly by physically, either memorizes them by remembering his name, or you could find your own way how to recognize them, but the management expects that GRE must recognize the guest name after 2 in transactions.

Meets and greets arriving guest and bids farewell to departing clients.

• This is the major task for GRE to give the maximum courtesy since the first time you meet them, when they are in house and even when you bid him farewell. Because in this part after the guest lest the hotel, guest will remember that the hotel staffs are very friendly, courteous and helpful, this going to be good reputation for the hotel.

For designated guest conducts in room check-in, and guest rooming.

• Print (VIP arrival by time & remarks) from PMS. If guest is coming from the airport representative will call the GRE and inform that this guest left from airport & on the way to the hotel, GRE must ask, what type of car, the Car number and how long ago the guest has left the airport. After 20 minutes of the call, GRE should be ready with all legal formalities , GRE need to walk out from the entrance and fetch the guest, greet the guest and escort the guest straight to the room to do the in room check-in. Important points, don’t forget to update it in the system.

For all other arrivals, ensure that they are escorted to the room (after check-in formalities have been completed) and roomed

• Hotel standard not only taking care for the VIP guest but the entire guest who come here will get the same courteous and friendly service. To achieve this task, GRE's duty is to escort the entire guest to the room and help the guest to fill up the Registration Card at the front desk counter.

Review current arrivals list and be familiar with it on a daily basis.

• All GRE must know how to read the arrival list DSR and PMS report, to update their follow for smooth operation.

Assist with the preparation of the amenities program and its distribution.

• GRE is also responsible to prepare, request the on day amenity, next day requisition amenity, special amenities for club and Suite occupant.

• Plans for unexpected arrivals

Usually Reservation will call GRE for the additional VIP on day arrival, GRE is responsible to request the amenities for them, print the Registration card, block room ,check special request .For VIP guest the GRE must inspect the room.

Attends to guest needs, queries promptly and efficiently

• GRE must attends all the guests needs, but remember never confirm the guest request if she is not sure that we are not able to provide, we inform the guest politely “ I am sorry Mr. …., let me double check from my concern person( AM/DM) and let me get back to you !"

but don’t forget to follow up and get back to the guest.

Maintains an active presence in the hotel lobby

• GRE must be all the time in the lobby, expect if she is preparing all the clerical works, otherwise they must be in their positions in the lobby.

Updates and helps maintain accurate Guest History Program.

• It's a must whenever GRE got information from the guest (complaint, preference amenities, room feature NS, KB, PV, etc.) must be update in the PMS, so then when they comeback, we could follow up as per their request.

Coordinates with other Department

• Front Office - for latest arrivals and departures & changes in guest room allotments.

• Concierge - for external services and baggage movement.• F&B - on matters of guest parties, food and beverage

services, table reservation.• Housekeeping – for room clearances, room maintenance,

laundry services, guest and room supplies.• Health Club & Spa – for booking of services.• Business Centre – for booking meeting rooms, secretarial

services and office services.• Florist – for flower arrangements and bouquets.

Guest Relation Executive

Florist

Business Centre

Health Club & Spa

Security

IT & Engg.

Promotes hotels facilities whenever possible and is familiar with city and local

information.

It a must for the GRE to know all the facilities in our hotel, hotel’s promotion and also to know the to go around the town, GRE must know or give suggestion

to the guest which are the interesting place to go.

Report daily activities in Logbook.

It's compulsory for GRE to read the log book at all time, because in the log book it has all the information, notices, and instruction for on day operation.

Assist in the handling of guest complaints ensuring they are refereed to the correct person and that follow up

action occurs.

• Handling complaint is major task that .GRE must handle it professionally as long as the follow up has done properly, guest usually cool down. This task will be discussed on the briefing in detail.

Conduct "courtesy call" from time to time as designated.

• Courtesy calls is done by afternoon shift GRE, usually asking for the guest’s feedback to how they fill during his/her stay in the hotel, offering assistance, and record it in the courtesy calls book. This task will be discussed in briefing in the detail.

Maintains and give neat and tidy appearance at all times

It is a must, for GRE to be looked neat and tidy at all times, as she /he is the one sport point that the guests will notice to.

• If familiar with all hotel services, rate, outlets, promotions, special even, etc.

To be a professional GRE, it’s a must for GRE to know with all the facilities, rates, outlets, promotion, where the guest could go for tour shopping etc.

Performs other reasonable duties as assigned by Duty Manager/ FOM.

• Sometimes DM/ FOM will assign one or two GRE to wear traditional costume to greet & escort VVIP guest, and some additional task that GRE must do though it's not written in the task list or manual.

GUEST RELATION TASK LIST GUIDELINES

1. VIP Determination

Explain in detail the VIP code and amenities for VIP. The VIP code is based for market segmentation, so then every month sales could make statistic to know how many percent of each code come in to our hotel

2. Guest Relation Report & Updating

Guest relation will works a lot with report, the usage of the report for GRE are: for preparing amenity, inspecting the room, courtesy call, group arrivals. Report that GRE usually are: VIP arrival, In House and Departure Report, special Service Report, Group Arrival and Departure Report, VIP in-house, Long staying,& single lady. These reports are generated by PMS.

3. Preparing VIP arrival

• Preparing VIP's welcome folder, all the registration card along with room keys are kept in the guest folder.ATG thali to be ready well in advance and garlands as per special request. Welcome drink and hot/cold towel will be taken care Fnb dept .

4. Preparing Guest Amenities

• Guest amenities request is made by GRE. Amenities request given by amenities voucher book to Fnb dept. Guest amenities request should be delivered to concern department at least one day in advance at 14.00Hrs.

5. Preparing Additional VIP Guest amenities

It is also GRE's responsibility to request to the room service and filling one copy of complimentary order.

6. Inspecting VIP guest's room

• One GRE in morning shift will inspect the VIP room based on the VIP arrival list and communication book.

7. Handling VIP room blocking

VIP room which is not blocked yet by Reservation will be blocked by the afternoon shift GRE one day before arrival based on correspondence.

8. Conducting show room

Usually GRE in-charge in morning shift receives the mail (show room number) from Housekeeping. GRE prepared the sales kit, all brochures and factsheet, and start to show the room, room facilities and hotel facilities but never show the back office of the hotel. And make appointment with the FOM /SM.

9. Accomplishing the Registration Card for guest upon check-in

GRE must help guest to fill up Registration card upon check-in, the procedure is:

• -Greet the guest and offer assistance

• -Ask his passport and help them to write the detail in the registration card.

• -Ask the guest the method of payment and ask if they will settle by credit card, get it to imprint.

• -Ask the guest to sign the registration card and escort to the room.

10. Escorting guest

• Inform the important points e.g. GRE must walk in the front of the guest (to lead the guest) but when entering the lift or walkout the lift should let the guest first, meanwhile to explain the most updated hotel information etc. Don’t forget to offer them if they need to have explanation in room facilities, keep in mind always offering assistance and stay courteous in this tasks as this is the time that GRE will represent the quality and professionalism of the hotel.

11. In room check-in

• Explain the room facilities starting from wardrobe the ending at bathroom. If the guest check-in in the evening, do not forget to offer for dinner reservation.

12. Handling complaints

One of the most tasks that GRE have to do is handling complaints. Never frighten with the complaints, the more we are facing the complaints, the more confident we are going to be, so don’t be afraid as long as you are based on the procedure you will handle it professionally. When filling up the Log book, GRE have to write the company name and also the check-outdate.

14. Handling Birthday guest

GRE will order a Birthday cake from Room Service and make a Birthday card for the guest.

15. Handling Honeymooner guest

GRE will order Fruit Basket or Flower and prepare the card for the Honeymooner guests.

16. Hotel System for Guest Relations

Our hotel software is IDS , GRE are expected to be familiar with this system in order to be able to do their daily jobs and also help the other section in Front Office.

17. Product Knowledge

• To be professional GRE of course have to know all the product we have, all facilities, opening time, room rates, how many rooms we have etc. also we have to know who are the name of the MD,GM ,FNB ,Chef etc.

18. Bidding Farewell

• It's important that GRE stay courteous not only when guest arrive, and in house, but we are also give a courtesy when the guest check-out. Greet the guest and thanking them for staying with us and wish see them again in the future.

19. Basic check-in and updating

• All GRE must know how to do the basic check-in and updating, especially if she see the reception are too busy in the counter, she has to help them by helping the guest check-in, explain briefly the important points, and escort them to the room.

20. Basic Reservation

• It is important to have knowledge in reservation, as GRE might be required to handle a reservation on behalf other associates .

21. Telephone Technique

• Ensure to be professional in this task, as voice tone is obviously shown the character of the GRE. Telephone must be answered within 3 rings greet the caller, inform the department / section you are in, and offer assistant e.g.

• Guest Relation, Good Morning…Speaking, may I help you?

• Ensure if the caller ask to transfer the telephone, to transfer it to the right extension, and if the person was not around, have to get back the caller ask if there's any message

22. Courtesy call

• One of the GRE in-charge in afternoon shift will do the courtesy call, this one of the way also to give an attention by offering assistance to the guest and get the guest's feedback. Don’t forget to write the conversations in the guest comments book.

23. Conversing with Guest

• One of the main duties of GRE is conversing with the guest especially during in the lobby area to get any feedback from the guests, do not forget to offer any assistance before ending the conversation.

24. Guest Messages

• Guest message has to be taken properly and repeat it again to ensure that we got the message clearly. If we have to write message, write in a good handwriting and ensure the tidiness of the written message. It also be typed if you think it looks nicer.

25. Product up-selling

• Whenever get a chance, GRE have to up-sell the hotel product, as GRE will have more chance to chat with the guest, and at this point, GRE have to be more professional & should have good product knowledge . It all for staff benefit, as more profit the hotel earn, staff will have more service point.

Guest Escorting by GRE

1. On the way to the room, make use of the elevator panel to introduce outlets in hotel to guest.

2. Promote the F&B outlet, Health Club and other facilities

3. Show the guest the room number and the floor they stay in.

4. Ring the bell and say in a pleasant tone “Guest Relation" open the door and let the guest in first.

5. Turn on the Main Power Switch of the room

6.Explain to guest that "this is to activate theelectricity supply of the room"

7.Ask the guest; "May I take a moment of your timeto show you the facilities of your room?"

8.If this is a return guest, he may say no. Just leavethe room key and the welcome folder with theguest.

9.Before you leave the room, ask guest: "Would liketo reconfirm your airline ticket?" take down thedetails and refer to Concierge.

10.Present your business card and say to guest; "Please letme know for any further assistance. Enjoy your stay withus".

11. If answer is positive, walk over to the control panel

12.Explain to guest the control buttons for Air Conditioning,light switches .

14. Point to the Guest Service Directory

15. Shows the guest the lists of TV channel .

16. Show the electric sockets, “Our rooms are equipped with 220Volt electrical outlets convenience.

17. Show the mini bar; " this mini bar for your consumption, the coffee and tea is provided complimentary"

18. Open the wardrobe to show the El safe: “this is the in-room safe for your convenience" and point the instruction to use it if the guest request, show guest how to use the El safe.

19. For Muslim, show the location of Qiblat.

20. If during rooming you need have to use the phone in the room (i.e. room change of guest request), say to the guest: "Excuse Me, Mr.…………., May I use your phone?