Guest Experience Ambassador

SUNSET HOSPİTALİTY OTELCİLİK TURİZM VE TİCARET ANONİM ŞİRKETİ

Modern minimalism and easy living

METT is a refined, elegant and laid-back collection of lifestyle hotels & resorts dotted around unique locations. With a discreet service style without frills or fuss along with social dining and lifestyle entertainment at the heart of the experience, the brand is conceived for the traveler of today looking for an ideal place to celebrate life.

Job Purpose

 Performing the registration, informing and fulfilling all requests and transactions of the guests throughout their stay, from arrival to departure of the hotel.

 Principal Accountabilities

 ·        It welcomes guests with or without reservation with a kind and smiling face and completes their complete registration and check-in procedures.

·        To make the Check Out, Account Closing and Invoicing transactions of the guests in accordance with the procedures.

·        To ensure that the bills are kept regularly and distributed to the pits.

·        Exchange currency and fulfill their requests for currency exchange.

·         To provide a courteous and effective service to the guests at all times, to inform them about the hotel activities and facilities (restaurant, bar, wellness etc.).

·         To make a complete and healthy exchange of information about the previous and next shift.

·         To ensure that the numbers that need to be reached urgently can be reached as soon as possible by having full control over them. To follow and implement instructions and procedures regarding situations such as fire alarm and bomb notification.

·         To have complete information about all room types, prices, promotions, in-hotel service units and the city.

·        To have information about making reservations and changing when necessary.

·        Keeping a "Back Up Report" for each shift. (Emergency Reports)

·        Forwarding messages to guests.

·        Guiding the guests inside the hotel.

·        To discuss changes, requests and current room conditions with Housekeeping.

·        To ensure the flow of information between guests and other departments.

·        Filing all Guest Experience reports at the end of the day or shift.

·        Passing all guest information from the registration form to the computer.

·         Keeping the office areas and front side clean and tidy, uses their free time efficiently for this.

·        To encourage the sale of high-priced rooms.

·         To have complete information about the hotel's loan rules and regulations and to apply them.

·          Listening to all guest complaints and conveying them to the Supervisor or Guest Experience Manager without wasting any time.

·          To be responsible for all cash transactions throughout Master and to ensure the balance of the same safe.

·         All guests entering the hotel, if any, suspicious packages, bags, etc. Being alert to such things and unattended parked cars, cooperating with doorman and security guards.

·        To be aware of the opening and closing hours of all service units of the hotel.

·        To apply the Shift Check List completely.

·        To inform the relevant departments by making room changes when necessary.

·        To use and deliver the Voyager Log-Book fully and properly.

·         To forward all new information to the Front Office Shift Leader and other departments.

·         To undertake night reception responsibilities when requested or when it is their turn to work.

·         To organize all night reports during the Night Master and have them ready to be distributed to the relevant departments.

·        Fulfilling other duties assigned by the Guest Experience Manager.

·        To apply all business processes in the Front Office Procedure in a complete, timely and correct manner.

·        Room change and submitting the up-grades to the control of the Guest Experience Manager.

·        To review the reservations of the guests coming to the hotel and to contact before the guests arrive,

·         Helping guests if they have special requests (room decoration, restaurant reservation, etc.)

·        Getting information about guests and preparing WOW Moment for their rooms

·          The needs of the guests should be well monitored, assimilated and action should be taken for them.

·          The guest's requests should never be immediately said no and should not be spoken negatively. Efforts should be made, negativities should be said with a gentle approach.

·         Desk should always be clean, tidy and guest requests should be professionally organized

·          Information and details about the hotel, services and facilities must be conveyed to the guest accurately, accurately and completely.

·        It should also be equipped with local issues. (New restaurants, bars, clubs, shows, entertainment centers, concerts, cinemas, theaters, shopping malls, ferry times, historical and touristic places, museums, tour organizations, sales stores, car rental etc.)

·        When special requests are noticed, support should be provided, follow the details and meet them.

·        Maps, directions, restaurant brochures, shopping guide etc. must be available at the desk.

·        Service speed should be adapted to the pace of the guest and environmental conditions.

·        The requests of the guests who are left unfinished and missing at the end of the shift should be noted for the next shift and the works should be followed. Information about the subject should be conveyed and if necessary, the guest should be informed about the developments.

·        Performs other duties pertinent to this job as assigned.