Guest Relation

AccorHotel

Responsibilities

Demonstrates Banyan Tree s brand service standards in all guest interactions.

Escort guests and provide a brief orientation to the hotel s facilities and services.

Offer tailored recommendations based on guest preferences, such as dining, activities, and spa services.

Maintain open communication with guests, ensuring all questions are answered and concerns addressed.

Address guest inquiries or complaints in a timely, professional manner and resolve any issues to the guest s satisfaction.

Liaise with other departments (Housekeeping, Concierge, Spa, etc.) to ensure that any guest requests are fulfilled.

Manage Accor enrolments and encourage guest enrolment to meet targets.

Stay updated on all resort services, amenities, activities, and promotions to offer accurate and up-to-date information to guests.

Maintain knowledge of local attractions and events to share with guests.

Conduct courtesy calls to in-house guests and maintain records.

Perform daily credit limit checks for in-house guests.

Stay updated on hotel information and local services, including hours of operation, promotions, events, and attractions.

Perform any other duties or responsibilities as assigned by management to support the effective operation of the department and the broader goals of the property.

Abilities/Key Competencies/Skills

Alongside these key competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company s Heartist service culture to be responsive, respectful and deliver a great experience.

Leading Myself

Positive Orientation

Operational Decision Making

Self-Development & Management

Leading Others

Developing an Empowered Team

Leading an Engaged and Diverse Team

Communication

Leading the Business

Advocating Guest Passion

Business Planning and Analysis

Business Improvement and Change