About the role
Key Responsibilities:
- Welcome and acknowledge all guests in a warm, professional, and personalized manner.
- Maintain a strong presence in the lobby and proactively engage with guests.
- Assist guests with general enquiries, hotel facilities, dining options, transportation, and local attractions.
- Identify guest needs and coordinate with relevant departments to ensure prompt and effective assistance.
- Support the arrival and departure experience, including assisting with luggage, transportation, and other guest requests when required.
- Build positive relationships with guests and maintain awareness of VIPs, repeat guests, and special occasions.
- Handle guest feedback and concerns professionally, escalating matters to the appropriate department when necessary.
- Coordinate with Front Office, Concierge, Guest Relations, Bell Desk, and other departments to ensure smooth guest service.
- Maintain up-to-date knowledge of hotel facilities, services, outlets, promotions, and events.
- Ensure the lobby area remains welcoming, organized, and aligned with the hotel’s luxury standards.
- Assist with special events, VIP arrivals, group movements, and other hotel activities as required.
Requirements
Candidate Requirements:
- Previous experience in a guest-facing role within a 5-star luxury hotel or high-end hospitality environment is preferred.
- Experience in Front Office, Guest Relations, Concierge, or Lobby Services is an advantage.
- Excellent communication and interpersonal skills.
- Strong guest-service orientation with a genuine passion for hospitality.
- Professional, confident, and approachable personality.
- Ability to remain calm and composed in a fast-paced environment.
- Strong organizational and problem-solving skills.
- Excellent command of English; additional languages are an advantage.
- Well-groomed with a professional appearance and excellent service etiquette.
- Flexible to work shifts, weekends, and public holidays.
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