Descripción
-Welcome and assist guests upon arrival, during their stay, and at departure. -Build positive relationships with guests and anticipate their needs. -Ensure Kristall Club, VIP guests, repeater guests, and special occasions receive personalized attention before, during and after their stay. -Conduct courtesy calls and follow-ups to ensure guest satisfaction during their stay. -Act as the primary point of contact for guest requests, inquiries, and concerns, while proactively promoting and cross-selling the hotel's facilities and services, including F&B outlets, Spa treatments, and Concierge experiences. -Coordinate guest preferences and special requests with relevant departments. -Handle guest complaints promptly, professionally, and effectively, ensuring appropriate follow-up. -Coordinate service recovery actions based on guest complains. -Maintain accurate guest profiles and preference records. -Conduct regular lobby presence and guest engagement activities to proactively identify guest needs. -Respond to guest feedback across online review platforms and internal guest satisfaction channels. -Participate in weekly operational meetings to maintain thorough knowledge of upcoming arrivals, VIP guests, special requests, and key guest information. -Compliance with LQA standards at all times. -Answer and manage all incoming and outgoing calls in a professional, courteous, and timely manner. -Transfer calls accurately to the appropriate department or team member. -Handle guest requests and inquiries, ensuring prompt follow-up and resolution. -Take and relay messages accurately and efficiently. -Coordinate communication between guests and hotel departments to ensure seamless service delivery. -Provide information regarding hotel facilities, services, events, transportation, and local attractions. -Monitor and dispatch guest requests through the hotel's communication and task management systems. -Promote hotel services and facilities whenever appropriate to enhance the guest