Guest Relations Officer - Hakone Gora

POSITION REPORTS TO: Operations Manager

POSITIONS REPORTING TO THIS POSITION: Room Attendants

KEY RELATIONSHIPS:

Internal:  Reservations, Guest Relations, Guest Services, Housekeeping, Food & Beverage, Kitchen

External:  Guests, Vendors, Suppliers, Contractors

PRIMARY OBJECTIVES:

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PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

• Greet all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity. 
• Register and rooms all arrivals according to established procedures.
• Maintain intimate knowledge of departmental standards and procedures.
• Perform check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation.
• Maintain cashier float and ensures accurate daily report of all money received.
• Cash hotel guest’s personal and travelers checks and assists with currency exchange.
• Keep abreast of all modifications to accounting policies and procedures.
• Responsible and attends to guest’s request of using the service of safety box at all times.
• Knowledgeable of all special promotion procedures, for programs such as: Seasonal Packages, Wyndham Rewards programs.
• Attend to guest’s complaints, inquiries and requests, referees problems to Operations Manager and Guest Relations Manager if he/she unable to assist.
• Do everything possible to ensure that the guests depart the hotel with a positive impression of hotel service.
• Perform the audit balances and prepares all works for audit in an orderly fashion.
• When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival.
• Maintain comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems.
• Take personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state all times.
• Endeavor to maintain the high standards of the hotel with particular regard to the importance of Wyndham Rewards member and other VIP’s and with reference to hotel and to be a health or safety hazard.

KEY POSITION CRITERIA:

• Able to work in multi- environment.
• Good communication skills.
• Good Interpersonal Skills.
• Proficient in the use of Microsoft Office and Front Office System.
• Fluent in Japanese.
• Second foreign language is preferred.