Posted Jul 12, 2024 591 views
The GRO is the face of our hotel, providing exceptional customer service to guests throughout their stay. This role requires a dynamic individual with strong communication skills, a passion for hospitality, and the ability to multitask in a fast-paced environment. The GRO will ensure seamless check-in and check-out experiences, manage inquiries and requests from in-house guests, and act as a liaison between guests and hotel departments.
Responsibilities:
Guest Services:
Warmly greet and welcome guests upon arrival, providing a positive first impression.
Efficiently handle check-in and check-out procedures, ensuring accuracy and attention to detail.
Answer inquiries from in-house guests regarding hotel amenities, local attractions, and other services.
Fulfill guest requests promptly and professionally, exceeding their expectations.
Address and resolve guest complaints or concerns in a timely and satisfactory manner.
Communication:
Receive and direct all incoming calls for information, reservations, and sales inquiries.
Communicate effectively with all hotel departments to ensure smooth coordination and guest satisfaction.
Maintain open communication with the Operations Manager and Property Manager, providing regular updates on guest feedback and operational issues.
Check-In and Check-Out:
Implement a unique and memorable check-in experience that leaves a lasting impression on guests.
Curate a personalized check-out process that encourages guests to leave positive reviews and return for future stays.
Ensure a seamless transition for departing guests, addressing any outstanding concerns or requests.
Administrative Tasks:
Maintain accurate records of guest information, reservations, and billing details.
Process payments and handle cash transactions with integrity and accuracy.
Assist with reservation management, ensuring optimal occupancy and revenue generation.
Contribute to the overall cleanliness and organization of the front desk area.
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