Read without ads and support Scribd by becoming a Scribd Premium Reader.

Language:

Download

Go BackAdd Note

Link

Embed

Save for later

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.

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

Continental watch only, no fancy designed or colored watchesallowed (e.g. Swatch).

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

Neat clean and professional looking. Punk hairstyles and coloringof hair is note permitted.