Guest Relations Ambassador is responsible for delivering a quality customer service experience through providing check-in, check-out and related services to guests and visitors to hotel in accordance with established service standards.

PRIMARY RESPONSIBILITIES:

• Perform check-in and check-out processes utilizing established systems and procedures including appropriately allocating rooms to guests, escorting guests to room and confirming and executing account payment in accordance with established credit procedures. This includes ensuring that floats balance at the completion of each shift.
• Maintain current product knowledge of events and facilities of hotel including Casino, Food & Beverage and Entertainment to ensure guests receive accurate, timely information and advice.
• Exhibiting exceptional customer service at all times to both guest and fellow team members when communicating instruction, information or advice ensuring the information is received in a timely manner and understood.
• Ensure the property of guests is secure by informing them of Safety Deposit Box facilities located within guest rooms.
• Ensure the effective resolution of any issues raised by a guest either in person or by referring the issue to a more Senior Manager to ensure ongoing relations and rapport is not compromised with the guest.
• When required, take reservations from guests over desk and take after-hours reservations.
• Ensure manual operating procedures are implemented and understood during Opera downtime.
• Adhere to all company policies and procedures.
• Report accidents, injuries, unsafe work conditions and / or security issues to the superior.
• Perform other reasonable job duties as assigned by superiors from time to time.

QUALIFICATIONS:

Experience

• Preferably 1 year working experience in a Front Office / Bell / Concierge / Reservations role in a five-star hotel.

Education

• High school diploma or equivalent hospitality training.

Skills / Competencies

• Good command in both written and spoken Cantonese / Mandarin / English.
• Communication and interpersonal skills.
• Able to work on flexible shift including overnight, weekends and holiday on rotation basis.
• Able to work under pressure.
• Able to work on overtime when needed.
• Understanding of Hotel Property Management System (preferably Opera).