Guest Relations Officer Reception

Essential Functions: 

Checks-in guests in an efficient, personalised and friendly manner, using the guest name during the interaction. Leases with the GSA team for a flawless arrival experience. Following the Four Seasons Benchmark Standards and ensuring to obtain guest history details and to update the system accordingly.  

Ensures that guest has been assigned the requested type of villa and the correct rate is charged.  

Issues and hands out the correct keys. 

Checks-out guests in an efficient, personalized and friendly manner, using the guest name during the interaction. Ascertain guest satisfaction, collect keys, posts late charges and presents bill to the guest. Liaises with the driver for a flawless departure experience while following all Four Seasons policies.  

Daily check of the guest bills, ensuring accurateness at all times.  

Ensures smooth operation of the cashiering functions for guests. Provide change, foreign currency exchange and post charges to the guests' account. Reconcile all transactions at the end of the shift and maintain a balanced cash float.  

Handling any guest requests in a professional, personalized and timely manner.  

Assists guests with enquiries in regards to hours of operation for any food and beverage outlet, the SPA, the GYM, the library.  

Knows the villa types and locations of all guest villas.  

Assists guests with enquiries for any external vendors, restaurants and add personal recommendations.  

Able to perform any Concierge requests such as but not limited to: transfer requests, airport pickups and drop offs, excursion bookings. 

Able to perform any PBX tasks including but not limited to: handling of the radio, accurate logging and coordination of Buggies, take and deliver wake up calls, place phone lines on do not disturb.  

Able to handle any guest feedback and keep next level management well-informed, alerting of any action needed. Complete Guest experience report as needed for appropriate follow up.  

Respond to FS Chat Messages accurately and in within 90 seconds using guest names when possible.  

Answers any phone calls within 3 rings, with appropriate greeting and pleasant voice, using the guest name.  

Communicates via phone, e-mail, Teams and FS Messenger in a professional and courteous manner. 

Exceeds guests’ expectations by being creative and resourceful.   

Maintain the cleanliness of the lobby, re arrange the cushions on the sofas after each guest interaction, decorate the area daily with fresh flowers and pull up and down the rain blinds weather depending.  

Handles safety deposit box request.  

Actively participate in the front office upselling program.  

Maintains knowledge and understanding of all computer systems to complete tasks, reports and checklists, attends trainings as needed. 

Completes daily checklist of duties and responsibilities. Ensure handover file and traces are updated. Thorough hand-over takes place with the following shift. 

Wears issued uniform and ensure a neat, clean and tidy appearance at all times adhering to the established Grooming Standards Policy.  

Reports to shift on time. Aware of the schedule at all times and if unable to attend work, notify the Manager on Duty in adequate time and according to policy. 

Responds in line with the local policies and procedures in any hotel emergency or safety situation. 

Displays at all times a friendly, courteous and professional manner in all interactions with guests, hotel patrons and colleagues.  Name usage will be used at every opportunity. 

Abides by Four Seasons Core & Culture standards, employee handbook, grooming standards and all policies and procedures. Complies with Four Seasons’ Category One and Category Two work rules and standards of conduct.  

Works harmoniously and professionally with co-workers and supervisors. 

Always maintain composure and the ability to multitask in high stress situations, responding with respect and restraint to those around. 

Reports suspicious activity and personnel acting against policy to your superior and/or security 

Performs other tasks or projects as assigned by the management  

Non-Essential Functions: 

Assists with buggy rides and resort tours when required and for efficient service. 

Assists other departments in crunch situations when needed, suchas but not limited to: stripping rooms, hosting, clearance at breakfast. 

Knowledge, Skills, Requirements: 

Ability to read, write and speak English. Any additional languages are preferred.  

Previous hospitality experience is preferred. 

Work flexible hours, including morning, afternoon, overnight and split shifts. Overtime may be required pending operations. 

Able to perform physically demanding tasks, standing continuously throughout the shift  

Computer literate and working knowledge of Opera/ PMS  

Self-motivated with minimal supervision.