Lobby Hostess

Job Description

MAIN DUTIES AND RESPONSIBILITIES :

• Prepare for daily VIP arrivals in terms of room allocation, amenities, and special requests of guests.
• Keep Mis-en-place ready for VIP arrivals (registration cards, room keys, welcome drinks).
• Register and process check-in / check-out for all VIP guests efficiently and professionally.
• Escort VIP guests to their rooms.
• Update guest information into the computer after complete check-in.
• Handle cashiering duties, foreign exchange transactions, night audit tasks, and settlement upon guest departure.
• Manage walk-in counter reservations at all times and process call-in reservations when the reservations section is closed.
• Provide friendly and courteous service to guests and respond promptly to all requests and inquiries.
• Resolve guest complaints / requests and liaise with relevant departments for immediate follow-up.
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Ensure all messages, mails, and packages are delivered to guest rooms.
• Assist at the Information counter, Foreign Exchange, and Business Centre as assigned.
• Have knowledge of hotel rate codes, packages, segmentation, discounts, and handling procedures.
• Maintain continuous contact with hotel guests to ensure issues are handled efficiently and courteously.
• Follow up with Bell Desk regarding shuttle bus services.
• Make daily courteous calls to VIP rooms and other guests.
• Report any unusual occurrences or requests to the manager.
• Be aware of hotel accident prevention policies.
• Ensure cleanliness and neatness of the front office area.
• Review logbooks, verify outstanding issues, and follow up on pending tasks. Identify special assignments for the day.
• Check hotel situation, occupancy, functions, groups, and VIPs.
• Re-announce VIP rooms to Housekeeping and F&B departments.
• Check if all departure details for the day and next day are completed.
• Arrange bouquets, cakes, and cards for guest anniversaries and birthdays.
• Check VIP rooms after amenities are placed.
• Coordinate with the Lobby Manager regarding arrival and departure transport arrangements.
• File daily Guest Relations reports and documents systematically.
• Communicate all relevant information to the next shift for smooth operations.
• Coordinate with Front Office, Housekeeping, F&B, and the General Manager regarding VIPs and MIPs.
• Review guest comments daily and contact guests if necessary for direct action.
• Handle guest complaints concerning the Front Office in coordination with the Assistant Guest Relations Manager, taking corrective actions to prevent recurrence and encourage repeat business. Coordinate with other departments and inform the General Manager when necessary.

Qualifications

University Degree in Hotel Management, with either no experience or at least 1 year in a similar role at a 5-star hotel.

Must speak Russian fluently.

Additional Information

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