Job Description

Job Title Guest Relations Officer
Type of Position Full Time
Department Concierge
Position Description
  • Provide courteous and professional service to our guests (internal and external) at all times
  • Answer guests’ inquiries and provide guests with a variety of information relation to services, products, special items, resort condition, special events, etc
  • Anticipate guest needs, respond promptly and acknowledge all guests, however busy and whatever time of day
  • Approach guest in the lobby and associated areas that appear lost or in need of assistance
  • Familiar with hotel facilities to conduct heart of house tour and Grand Canal Shops tour
  • Welcoming and provide directional assistance to groups
  • Resolve guest complaints and relay special requests to respective department. Ensure Supervisors or Duty Managers are notified promptly
  • Maintain updated resources of materials and information to accommodate guest requests expediently and courteously
  • Coordinate guest requests with designated vendors for reservations in tickets, restaurants, tours, hotel facilities and activities and transportation
  • Ensure all cashiering transactions are entered timely and accurately
  • Check and audit cashiering transactions before shift ends
  • Follow the ferry tickets and gift voucher issuing procedure with accuracy and efficiency
  • Undertake any task assigned by Supervisors and Managers
Position Requirements
  • High School Graduate or Diploma Degree
  • 1 – 2 years’ working experience in related area
  • Organized, detail oriented and able to work in a fast paced environment
  • Competency in Macau history, local attractions and services. Knowledge of accessing the information through electronic, media and telephone channels
  • Be willing to work any day and night shifts
  • Have a well groomed appearance
  • Work indoors and outdoors and continuously maneuver in and around all areas of the office, lobbies, driveways, storage areas, luggage conveyor belts and guest suites
  • Basic Knowledge of Microsoft Office such as Excel, Word and Outlook
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