Welcome to Scribd, the world's digital library. Read, publish, and share books and documents. See more ➡
Download
Standard view
Full view
of .
Add note
Save to My Library
Sync to mobile
Look up keyword
Like this
235Activity
×
0 of .
Results for:
No results containing your search query
P. 1
Guest Relation Officer

Guest Relation Officer

Ratings:

3.25

(4)
|Views: 104,362|Likes:
Published by David Nababan

More info:

Categories:Types, Brochures
Published by: David Nababan on Jun 05, 2009
Copyright:Attribution Non-commercial

Availability:

Read on Scribd mobile: iPhone, iPad and Android.
download as PDF, DOC, TXT or read online from Scribd
See More
See less

02/05/2014

pdf

text

original

 
GUEST RELATIONS OFFICER 
Objective:
All GRO, expected by the management to be “as one spot point".Where all the guests complaint / problem / queries could be solvedpromptly, professionally & efficiently to full the guest satisfaction.Guest Relations will be a representative to the hotel & managementto perform the professionalism & service excellence to the hotel.Key to success:
Self discipline
Punctual
Courteous
Professional Attitude
Communicative
Helpful
Attention to detail
Natural warmth and friendliness
Alertness
Innovative
Well groomed
Honesty
Team work
Guest Relation Manning
 
Guest Relation Officers ideally manned from 07.00 am until23.00pm, but it all depend on the size of the hotel itself.
PERSONAL GROOMING
Your poise, manner and attitude are crucial in reflecting theprofessional image of the hotel which implies competence andprofessionalism. In order to achieve that image, the standards mayinvolve limiting personal preferences.
DEPORTMENT
1.Good posture should always be maintained. Stand upright withhand down.
2.
Be courteous, use phrases like "May I help you?" and end aconversation by saying “Thank you".3.Keep an eye contact and be sure that you give your undividedattention to the guests.4.Work related issues when discussed should be done in aprofessional 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 shouldnever be carried out.
 
APPEARANCE STANDARDSUniforms
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 toedshoes, 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 watchesallowed (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 tingsonly.4.All accessories worn e.g. watch, ring, earring and necklace mustbe in conservative design and presentable.
Hair
1.
Neat clean and professional looking. Punk hairstyles and coloringof hair is note permitted.

Activity (235)

You've already reviewed this. Edit your review.
1 hundred thousand reads
1 thousand reads
1 hundred reads
Jean Christophe liked this
Ashely Bailey liked this
Fadi Sannan added this note|
Thank you for the info .
lkjains liked this

You're Reading a Free Preview

Download
/*********** DO NOT ALTER ANYTHING BELOW THIS LINE ! ************/ var s_code=s.t();if(s_code)document.write(s_code)//-->