Guest Recognition
2 weeks ago
POSITION SUMMARY
Essential Job Functions
Create the standard VIP Services Daily Report; research database for next day arrivals, check preferences, incidents, comments and stays for each repeat guest. Continually maintain guest files in PMS/GXP; record guest preferences, guest incidents, guest feedback via GuestVoice, amenities, and special needs information appropriately in the system(s), delete stay-specific and unusable data, merge duplicate records, etc. Assist in preparation of welcome back notes/amenities for all Repeat Guests & VIP Guests. Assist in the coordination of compliance with (repeat) guests’ needs, requests, and personal preferences.Ensure proper recognition and preference delivery for all repeat guests. To ensure have pre-arrival contact for all guest 3-4 days prior to arrival. Use discretion when inputting guest incidents, comments, etc. - no negative comments. Energize the Guest Recognition process in daily contact with other departments. Provide back up for Guest Recognition Manager Duties, attendance at departmental line-ups, etc. Assist in the implementation of Guest Recognition awareness programs. Communicate system any mistakes, reworks, breakdowns, incidents and variances to Guest Recognition Supervisor and/or Guest Recognition Manager. To sell/maximize the revenue of the hotel by selling/up selling products to special occasions guests. Follow all company policies and procedures. Respond to all emails and guest inquiries related to Guest Recognition Respond promptly to guest incident related to Guest RecognitionSECONDARY JOB FUNCTIONS
Research for more creative ideas in delivery of room decorations, surprise occasions for the honeymooners, celebrating anniversaries and proposals. Research for more details on visiting or repeat guests via the internet system and GXP Planning screen-
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