How the Guest Service officer can use strategic mind and marketing experience for the satisfaction of the hotel guests and best interest of hotel?

making the brand name.

most attractive side which is location, history and guests or using the reports of feedback  is presented the forefront .

using social networks

A guest gets satisfied by meeting his/her expectation and there is huge space to achieve easily guest satisfaction and loyalty of a  hotel by using social media, apps, offers & promotions as these are can cover by guest service officer whos carrying marketing and strategic skills.    

THE GUEST SERVICE OFFICER CAN USE STRATEGIC MIND AND MARKETING EXPERIENCE FOR THE SATISFACTION OF THE HOTEL GUESTS AND BEST INTEREST OF HOTEL BASED ON HIS EXPERIENCE USING HIS INTERPERSONAL SKILLS IN DECIDING WHAT IS BEST FOR THE CUSTOMERS WHILE AT THE SAME TIME PROMOTING THE COMPANIES VISION.

µ  Deliver excellent customer service, at all times, ensuring guests’ comfort and safety.

µ  Deal with all inquiries in a professional and courteous manner, in person, on the telephone or via e-mail.

µ  Assist in keeping the hotel clean and tidy, at all times.

µ  Deal with customer complaints in a professional manner.

µ  Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximizing bedroom sales opportunities.

µ  Manage and maintain the administration of all reservations, cancellations and no-shows, in line with company policy.

µ  Propose and implement effective marketing strategies to maximize room occupancy levels.

µ  Complete all daily administration tasks as required.

µ  Ensure that all bedrooms/conference room and areas under your responsibility are checked thoroughly at the end of every shift, confirming that they meet our standards.

µ  Maintain the correct handling of all soiled linen and ensure that every bedroom has the correct bedding and relevant number of towels.

µ  Report any faults or damage in any of the bedrooms (or hotel facilities) immediately to hotel manager.

µ  Monitor and oversee maintenance issues relevant to your area and liaise with third-party contractors as required.

µ  Complete regular checks on portable electrical appliances.

µ  Be accountable for all relevant product delivery and stock management (mainly, laundry, cleaning materials and bedroom supplies), including setting stock levels, checking, counting, storage, reconciliation and loss investigation.

µ  Manage and maintain effective and efficient use of all reception equipment and hotel systems, in line with company policy.

µ  Control and manage all new credit application accounts, sales ledger management and payment administration.

µ  Provide reports, as required, for hotel management.

µ  Maintain effective communication, at all times, among the team, hotel manager, night manager and duty manager.

µ  Complete rotation for your team weekly; manage and maintain correct staffing levels in line with targets and business levels.

µ  Ensure that all members of the team sign in/out on the time sheets at reception and manage absence and lateness, in line with company policy.

µ  Complete all required health and safety/fire checks on time.

µ  Be responsible for evacuation, in cases of emergency, acting as first point of contact for the team, guests and the emergency services.

µ  Report any security issues to the hotel manager immediately.

µ  Take responsibility for extra management tasks, as required, in the hotel manager’s absence.

µ  Maintain personal knowledge by completing in-house training and workbooks.

µ  Always adhere to all company policies and procedures and licensing laws.

µ  Be involved and contribute at team meetings.

µ  Carry out instructions given by the management team and head office Job Description.

Rule No-1 Guest is always right 

Rule No-2 If guest is wrong than follow rule no-1 

this means the priority of guest is not to be taken only by caring and nodding for everything he ask for but to be a good listener and fulfill his requirement by considering him as a family member which will be reflected on your body language to make him feel at home..

The main focus is to acknowledge that the customer is the reason why the hotel is open. And being more available when needed from the point of arrival to departure.

If I have an unsatisfied costumer,first of all I have to listen carefully his point f view.

after that I costumize my position so I could find they way to resolve it imidiatly.My way to do things is this 1)listen 2)treat you costumer as you will do it for yourself,this mean that I would love to see someone to be attended when I'm speaking,to be attended to resolve my problem and give me something to relax form my problem.

example is that the room that they booked it's not the one that they like to have.

so first of all I hear,I try to communicate with reservation apartments to see availability,if there's no availability I will try to calm them down with an offer of bottle of wine n their room,I will still try to find them a replace of the room even if it has to be an upgrade.The hotel will not lose from that upgrade as they will have a costumers sitified and the costumers voice will bring me more costumers knowing that any problem that they have was immediately resolve by the staff of the hotel.

costumer satisfying = more costumers