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of 28
GUEST RELATIONS OFFICER
Objective:
All GRO, expected by the management to be as one spot point".Where all
the guests complaint / problem / queries could be solvedpromptly,
professionally & efficiently to full the guest satisfaction.Guest
Relations will be a representative to the hotel & managementto perform
the professionalism & service excellence to the hotel.Key to success:
Self discipline
Punctual
Courteous
Professional Attitude
Communicative
Helpful
Attention to detail
Natural warmth and friendliness
Alertness
Innovative
Well groomed
Honesty
Team work
Guest Relation Manning
Guest Relation Officers ideally manned from 07.00 am until23.00pm, but
it all depend on the size of the hotel itself.
PERSONAL GROOMING
Your poise, manner and attitude are crucial in reflecting
theprofessional image of the hotel which implies competence
andprofessionalism. In order to achieve that image, the standards
mayinvolve limiting personal preferences.
DEPORTMENT
1.Good posture should always be maintained. Stand upright withhand down.
2.
Be courteous, use phrases like "May I help you?" and end aconversation
by saying Thank you".3.Keep an eye contact and be sure that you give
your undividedattention to the guests.4.Work related issues when
discussed should be done in aprofessional manner and tone on the guest's
presence.5.Should always look up and smile readily.6.Idle conversation
among staff in the presence of guests shouldnever be carried out.
APPEARANCE STANDARDSUniforms
1.Must be neat and well pressed.2.Must be clean and spotless.3.Well
maintained, no patches and missing part e.g. buttons.4.Buttoned up and
hooked as designed.5.Clean and unscratched name tag to be worn.
Footwear
1.Plain black colored shoes or polish able leather only. Open toedshoes,

sling back shoes and moccasin are not permitted.2.Covered heeled ladies
court shoes with 5cm heels.3.Must be well maintained, clean and good
condition.
Accessories
1.
Continental watch only, no fancy designed or colored watchesallowed
(e.g. Swatch).
2.
One pairs of studded earring not bigger that 1cm in diameter.Nose studs
and earlobe clips are not allowed.3.Maximum 2 rings allowed. Wedding
band and engagement tingsonly.4.All accessories worn e.g. watch, ring,
earring and necklace mustbe in conservative design and presentable.
Hair
1.
Neat clean and professional looking. Punk hairstyles and coloringof hair
is note permitted.
2.Fingers must be neat and just touching eyebrows.3.Short hairstyles
length or shorter must be styled and keep awayfrom face.
JOB DESCRIPTION GUIDE LINES

When you start to open the manual before starting the trainingask her is
she has an idea about what is Guest Relation, andwhat makes her
interested to work in the department.

Read the job summary thoroughly, ensure she is clear with

theinformation.Now you start to explain the duties of GRO:
1.
Ensure that; whenever possible, guest receive personalrecognition.
Guest will be happy if they are being recognized, they will feelthat
they are important, special touch, etc.There is so many ways to
recognize them, firstly by physically,either memorizes them by
remembering his name, or youcould find your own way how to recognize
tem, but themanagement expects that GRO must recognize the guestname
after 2 transactions.
2.Meets and greets arriving guest and bids farewell todeparting clients.
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Guest Relation Officer
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