Team Lead, Guest Relations at Peniel Apartments

REPORTS TO

EXECUTIVE DIRECTOR

GENERAL JOB DESCRIPTION

This is the forefront of customer service. She is one of the first staff to meet and greet guests on arrival. The GRO provides all guests’ with above-and-beyond service expectation and create a memorable stay. The position ensures that guests are satisfied from the moment they arrive at Peniel Apartments until their departure. There should be continuous contact with all guests’ even after their departure.

DUTIES & RESPONSIBILITIES

• Reviewing the arrival and departure list daily and assists in preparing and distributing welcome amenities.
• Welcome guests upon arrival/check-in and bids them farewell at check-out.
• Oversee and coordinate all arrivals and departures of special guests (VIPs, etc).
• Respond to guests needs and anticipate their unstated ones.
• Expect and react promptly to guests’ requirements and inquires.
• Attends promptly to customers' inquiries and assists them with their needs.
• Responsible for providing information regarding the Peniel facilities and all other services available.
• Should have up to date information on daily room occupancy
• Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest.
• Give proper and complete handover to the next shift
• Should be able to handle all guests without bias or prejudice.
• Ensures compliance to Peniel’s rules and policies.
• Adhere to strict staff grooming and hygiene standards.
• Logs the day's activities in a logbook to ensure that the next person on duty follows up and is familiar with everything that needs extra attention.
• Promotes all the facilities of the hotel and knows the surrounding areas when asked for directions.
• Actively listen and resolve guests’ complaints.
• Assists the guest in their travel needs.
• Ensures the guests are satisfied and maintains their satisfaction throughout their time

EDUCATION & TRAINING

Minimum of a B. Sc in Tourism, Business Administration or other related courses

KNOWLEDGE & EXPERIENCE

A minimum of 5- 8 years of experience in similar role.

SKILLS & ABILITIES

• Should always be neatly dressed, wears the complete uniform within the standards set forth by management.
• Should always wear Identity tag at all times in order for recognition.
• Excellent problem resolution skills along with outstanding communication and active listening skills.
• Ability to work flexible hours.
• Excellent computer skills.
•  Ability to understand and carry out oral and written instructions and request clarification when needed.
• Strong interpersonal and organizational skills.
• Must be guest service focused and a team player.
• Positive attitude and outgoing personality is essential.
• Must be able to work shifts - days, evenings, weekends and holidays.
• Ability to relate well with guests and employees.
• Personable, enthusiastic, self-motivated and able to work independently
• Should possess detailed information about Peniel’s facilities and other surrounding areas with similar products

WORKING CONDITIONS

DAYS OF WORK

 7 days with 2 days off in a week.

SALARY BAND

BENEFITS

 NHIS

OTHER