Guest Relation Officer

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 solved

promptly, professionally & efficiently to full the guest satisfaction.

Guest Relations will be a representative to the hotel & management

to 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 until

23.00pm, but it all depend on the size of the hotel itself.

PERSONAL GROOMING

Your poise, manner and attitude are crucial in reflecting the

professional image of the hotel which implies competence and

professionalism. In order to achieve that image, the standards may

involve limiting personal preferences.

DEPORTMENT

1. Good posture should always be maintained. Stand upright with

hand down.

2. Be courteous, use phrases like "May I help you?" and end a

conversation by saying “Thank you".

3. Keep an eye contact and be sure that you give your undivided

attention to the guests.

4. Work related issues when discussed should be done in a

professional 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 should

never be carried out.

APPEARANCE STANDARDS

Uniforms

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 toed

shoes, 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 watches

allowed (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 tings

only.

4. All accessories worn e.g. watch, ring, earring and necklace must

be in conservative design and presentable.

Hair

1. Neat clean and professional looking. Punk hairstyles and coloring

of hair is note permitted.

2. Fingers must be neat and just touching eyebrows.

3. Short hairstyles length or shorter must be styled and keep away

from face.

JOB DESCRIPTION GUIDE LINES

When you start to open the manual before starting the training

ask her is she has an idea about what is Guest Relation, and what

makes her interested to work in the department.

Read the job summary thoroughly, ensure she is clear with the

information.

Now you start to explain the duties of GRO:

1. Ensure that; whenever possible, guest receive personal

recognition.

Guest will be happy if they are being recognized, they will feel

that 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 you

could find your own way how to recognize tem, but the

management expects that GRO must recognize the guest

name after 2 transactions.

2. Meets and greets arriving guest and bids farewell to

departing clients.

This is the major task for GRO to give the maximum courtesy

since the first time you meet them, when they are in house

and even when you bid him farewell.

Because in this part after the guest lest the hotel, guest will

remember that the hotel staffs are very friendly, courteous and

helpful, this going to be good reputation for the hotel.

3. For designated guest conducts in room check-in, and

guest rooming.

Base on our report (A22. VIP arrival by time & remark show

sample the arrival by time) the airport representative will call

the GRO and inform us that this guest is already on the way to

the hotel, GRO must ask, what type of car, the plat number

and how long ago the guest has left the airport.

Around 40 minutes after the call, GRO see the car stop in the

front, GRO to walk out from the entrance and fetch the guest,

greet the guest and escort the guest straight to the room to do

the in room check-in.

Important points, don’t forget for the GRO to update it in the

system.

4. For all other arrivals, ensure the are escorted to the

room (after check-in formalities have been completed)

and roomed.

Hotel standard not only taking care for the VIP guest but the

entire guest who come here will get the same courteous and

friendly service. To achieve this task, GRO's duty is to escort

the entire guest to the room and help the guest to fill up the

Registration Card in the counter.

5. Review current arrivals list and are familiar with it on a

daily basis.

All GRO must know how to read the arrival list trough our

report, to update it to follow it p, which all will be explained in

the task in detail.

6. Assist with the preparation of the amenities program

and its distribution.

GRO is also responsible to prepare, request the on day

amenity, next day requisition amenity, special amenities for

Presidential Suite occupant, etc.

7. Plans for unexpected arrivals

Usually Reservation will call GRO for the additional VIP on day

arrival, GRO is responsible to request the amenities for them,

print the Registration Card, to inform Housekeeping to do the

dusting and for VVIP guest the GRO must inspect the room.

8. Attends to guest needs, queries promptly and

efficiently

GRO must attends all the guests needs, but remember never

confirm the guest request if she is not sure that we could give

them, we inform the guest politely " I am sorry Mr. …., let me

double check to the (Supervisor or Asst. Manager, etc.) and let

me get back to you in a minute!" but don’t forget to follow up

and get back to the guest.

9. Maintains an active presence in the hotel lobby

GRO must be all the time in the lobby, expect if she is

preparing all the clerical works, otherwise they must be in their

positions in the lobby.

10. Updates and helps maintain accurate Guest History

Program.

It's a must whenever GRO got information from the guest

(complaint, preference amenities, room feature NS, KB, PV,

etc.) must be update in the computer, so then when they

comeback, we could follow up as per their request.

11. Promotes hotels facilities whenever possible and is

familiar with city and local information.

It a must for the GRO to know all the facilities in our hotel,

hotel's promotion and also to know the to go around the town,

GRO must know or give suggestion to the guest which are the

interesting place to go.

12. Report daily activities in Logbook.

It's compulsory for GRO to read the log book at all time,

because in the log book it has all the information, notices, and

instruction for on day operation.

13. Assist in the handling of guest complaints ensuring they

are refereed to the correct person and that follow up

action occurs.

Handling complaint is major task that GRO must handling if

professionally as long as the follow up has done properly, guest

usually cool down. This task will be discussed on the task in

detail.

14. Conduct "courtesy call" from time to time as

designated.

Courtesy calls is done by late shift GRO, usually asking for the

guest's feedback to how they fill during his/her stay in the

hotel, offering assistance, and record it in the courtesy calls

book. This task will be discussed on the task in detail.

15. Maintains and neat and tidy appearance at all times

It is a must, for GRO to be looked neat and tidy at all times, as

we are the sport point that the guests will notice to.

16. If familiar with all hotel services, rate, outlets,

promotions, special even, etc.

To be a professional GRO, it’s a must for GRO to know with all

the facilities, rates, outlets, promotion, where the guest could

go for tour shopping etc.

17. Performs other reasonable duties as assigned by Guest

Relation Manager/ FOM/DM.

Sometimes GRM/ FOM will assign one or two GRO to wear

traditional costume to greet & escort VVIP guest, and some

additional task that GRO must do though it's not written in the

task list or manual.

18. Complies with hotel's heath, safety and hygiene policy.

** FYR to trainer, never forget to ask a question after reading

some description by asking: It is clear? Do you have any

question? Etc.

GUEST RELATION TASK LIST GUIDELINES

1. VIP Determination

Explain in detail the VIP code and amenities for VIP. The VIP

code is based for market segmentation, so then every month

sales could make statistic to know how many percent of each

code come in to our hotel.

2. Guest Relation Report & Updating

Guest relation will works a lot with report, the usage of the

report for GRO are: for preparing amenity, inspecting the room,

courtesy call, group arrivals.

Report that GRO usually are: VIP arrival, In House and

Departure Report, Special by special Service Report, Group

Arrival and Departure Report.

These reports are generated by Hotel System.

3. Preparing VIP arrival

Preparing VIP's welcome folder, all the registration card and

the guest keys are kept in the GRO trey.

4. Preparing Guest Amenities

Guest amenities request is made by GRO. This will by print on

Special Service Report. Guest amenities request should be

delivered to Department concern at least one day in advance

at 14.00Hrs.

5. Preparing Additional VIP Guest amenities

It is also GRO's responsibility to request to the room service

and filling one copy of complimentary order.

6. Inspecting VIP guest's room

One GRO in morning shift will inspect the VIP room based on

the VIP arrival list and communication book.

7. Handling VIP room blocking

VIP room which is not blocked yet by Reservation will be

blocked by the afternoon shift GRO one day before arrival

based on correspondence.

8. Conducting show room

Usually GRO in-charge in morning shift receives the message

(show room number) from Housekeeping in Housekeeping

Report. GRO prepared the sales kit, all brochures and fact

sheet, and star to show the room, room facilities and hotel

facilities but never show the back office of the hotel. If the are

insist, to inform the guest that they must make appointment

with the FOM.

9. Accomplishing the Registration Card for guest upon

check-in

GRO must help guest to fill up Registration card upon check-in,

the procedure is:

- Greet the guest and offer assistance

- Ask his passport and help them to write the detail in the

registration card.

- Ask the guest the method of payment and ask if they will

settle by credit card, get it to imprint.

- Ask the guest to sign the registration card and escort to the

room.

10. Escorting guest

Inform the important points e.g. GRO must walk in the front of

the guest (to lead the guest) but when entering the lift or walk

out the lift should let the guest first, meanwhile to explain the

most updated hotel information etc.

Don’t forget to offer them if they need to have explanation in

room facilities, keep in mind always offering assistance and

stay courteous in this tasks as this is the time that GRO will

represent the quality and professionalism of the hotel.

11. In room check-in

Explain the room facilities starting from the balcony and ending

at wardrobe. If the guest check0in in the evening, do not forget

to offer for dinner reservation.

12. Handling complaints

One of the most tasks that GRO have to do is handling

complaints.

Never frighten with the complaints, the more we are facing the

complaints, the more confident we are going to be, so don’t be

afraid as long as you are based on the procedure you will

handle it professionally. When filling up the complaint book,

GRO have to write the company name and also the check-out

date.

13. Handling no-show VIP guest

GRO afternoon shift will be responsible to print the VIP arrival

list by 22.00Hrs, the list therefore called possible no show

guest, then to be endorsed to the Duty Manager in-charge and

order to Room Service to pull out the amenities.

14. Handling Birthday guest

GRO will order a Birthday cake to Room Service and make a

Birthday card for the guest.

15. Handling Honeymooner guest

GRO will order Fruit Basket or Flower and prepare the card for

the Honeymooner guests.

16. Hotel System for Guest Relations

Our hotel computer is …………………., GRO are expected to be

familiar with this system in order to be able to do their daily

jobs and also help the other section in Front Office.

17. VIP Group handling and updating

When the group arrives, ensure the method of payment and to

update it in the system.

18. Lobby Positioning

Familiar with the lobby area and the GRO table has to be

manned from 07.00Hrs until 23.00Hrs.

19. Product Knowledge

To be professional GRO of course have to know all the product

we have, all facilities, opening time, room rates, how many

rooms we have etc. also we have to know who are the name of

the GM, EAM, our Chef, etc.

20. Bidding Farewell

It's important that GRO stay courteous not only when guest

arrive, and in house, but we are also give a courtesy when the

guest check-out. Greet the guest and thanking them for staying

with us and wish see them again in the future.

21. Basic check-in and updating

All GRO must know how to do the basic check-in and updating,

especially if she see the reception are too busy in the counter,

she has to help them by helping the guest check-in, explain

briefly the important points, and escort them to the room.

22. Basic Reservation

It is important to have knowledge in reservation, as GRO might

be required to handle of make a reservation on guest behalf.

23. Telephone Technique

Ensure to be professional in this task, as voice tone is obviously

shown the character of the GRO. Telephone must be answered

within 3 rings greet the caller, inform the department / section

you are in, and offer assistant e.g.

Guest Relation, Good Morning, Dewi Speaking, may I

help you?

Ensure if the caller ask to transfer the telephone, to transfer it

to the right extension, and if the person was not around, have

to get back the caller ask if there's any message.

24. Courtesy call

One of the GRO in-charge in afternoon shift will do the courtesy

call, this one of the way also to give an attention by offering

assistance to the guest and get the guest's feedback. Don’t

forget to write the conversations in the guest comments book.

25. GRO Grooming Standard

For GRO Grooming Standard can be finding at GRO standard

operation procedure.

26. Conversing with Guest

One of the main duties of GRO is conversing with the guest

especially during in the lobby area to get any feedback from the

guests, do not forget to offer any assistance before ending the

conversation.

27. Guest Messages

Guest message has to be taken properly and repeat it again to

ensure that we got the message clearly. If we have to write

message, write in a good handwriting and ensure the tidiness of

the written message. It also be typed if you think it looks nicer.

28. Product up-selling

Whenever get a chance, GRO have to up-sell the hotel product,

as GRO will have more chance to chat with the guest, and at

this point, GRO have to be professional to know the product

knowledge in the hotel. Is all for staff benefit, as more profit the

hotel earn, staff will have more service point?

GUEST RELATION CHECK LIST

I. Morning Shift : 07.00 - 15.00

1. Read GRO Communication / Log book and Morning report

and take immediate action for urgent matters.

2. Attend morning briefing with Front Desk and take a note of

any new information from other sections.

3. Check the current status in the computer (hotel system).

4. Check to Business Center and take any incoming facsimile

and pass it to Concierge Desk.

5. To prepare today amenities requisition base on the VIP

arrival.

6. To prepare the VIP welcome folder.

7. Ensure to place the messages (if any) in the welcome

folder.

8. Go to ferry terminal or airport if necessary to handling VIP

arrival.

9. Offer assistant to other section (Reception, Reservation &

Concierge).

10. Back to lobby positioning.

11. Showing room for any inspection today.

12. To prepare the next day amenities requisition.

13. Passover all the pending matters to the afternoon shift at

the afternoon briefing.


II. Middle Shift : 09.00 - 17.00



2. Check the current status in the computer (hotel system )

3. In-charge to stand by the lobby for hosting, assisting

guest's queries and escorting the entire arrival guest

mainly for VIP guest. Show room or directing the guest to

the respective area.


arrival.

5. Back to lobby positioning and help other section of Front

Desk if any.

6. Update the Guest History for today's arrival.


III. Afternoon Shift : 15.00 - 23.00



2. Attend afternoon briefing & take over / follow up all the

pending matters of morning clerical tasks, keep on

updating the status.

3. Check the current status in the computer (hotel system)

4. Position yourself in the lobby.

5. Conduct courtesy call.


arrival.

7. If there any in house birthday celebrants, to go along with

the room service to deliver the cake to the guest and

sing Happy birthday together with the room service

waiter.

8. Check the Business Center before the close.

9. After 22.00Hrs to point the update arrival report, highlight

the guest that is possible no show and pass it to Duty

Manager for pulling out the amenities after midnight.

10. File all today report in the proper bin cards.

11. Passover all the pending matters to Duty Night Manger

and record down in the Log book tomorrow's date for the

next day morning GRO to follow up.

12. Update the Guest History for today's arrival.

ROOM NON VIP GUEST

1. On the way to the room, make use of the elevator panel to

introduce outlets in hotel to guest.

2. Promote the F&B outlet, Health Club and other facilities

3. Show the guest the room number and the floor they stay in

4. Ring the bell and say in a pleasant tone “Guest Relation" open

the door and let the guest in first.

5. Turn on the Main Power Switch of the room

6. Explain to guest that "this is to activate the electricity supply of

the room"

7. Ask the guest; "May I take a moment of your time to show you

the facilities of you room?"

8. If this is a return guest, he may say no. Just leave the room key

and the welcome folder with the guest.

9. Before you leave the room, ask guest: "Would like to reconfirm

your airline ticket?" take down the details and refer to

Concierge.

10. Present your name card and say to guest; "Please let us know if

we could be of any further assistance. Enjoy your stay with us".

11. If answer is positive, walk over to the control panel

12. Point to the curtain control button " these two button are for the

day and night curtains"

13. Explain to guest the control buttons for Air Conditioning, light

switches and curtains.

14. Point to the Guest Service Directory

15. Shows the guest the lists of TV channel and the HBO's directory

16. Points the electric sockets, “Our rooms are equipped with 220

Volt electrical outlets convenience.

17. Point to the mini bar ; " this mini bar for your consumption, the

coffee and tea is provided complimentary"

18. Open the closet and points to the Elsafe: “this is the in-room

safe for your convenience" and point the instruction to use it if

the guest request, show guest how to use the Elsafe.

19. Inform the guest that his bathrobe is located in the bathroom.

20. Point the Do Not Disturb sign to the guest.

21. For Muslim, show the location of Qiblat

22. Before you leave the room, asks guest:" Would you like to

reconfirm you airline ticket?" take down the detail and refer to

Concierge.

23. Present you name car and say to guest: “Please let us know if

we could be of any future assistance. Enjoy your stay with us."

24. If during rooming you need have to use the phone in the room

(i.e. room change of guest request), say to the guest: "Excuse

me, Mr…………., May I use your phone?

ROOMING VIP GUEST

1. Before the guest arrived, call airport representative and remind

him to greet him in the airport, officer assistance for the

transportation and to call GRO to report on the guest come to

the hotel.

2. Get the GRO's folder & the Guest Welcome Folder

3. GRO to wait at the Entrance together with the Management staff

on request.

4. When the car stop in the front of the hotel, walk out to greet the

guest and shake his hand, "Welcome (or welcome back

Mr._______ I am (say your name) Guest Relation Officer, and I

will show you to your room, registration will be performed on

the room.

5. On the way to room, make use of elevator panel to introduce

outlets in hotel guest.

6. Promote the F&B outlet, Health Club and other facilities

7. Show the guest the nearest Fire Emergency Exit

8. Confirm the guest the room number and the floor they stay in

9. Ring the bell and say in a pleasant tone "Guest Relation", Open

the door and the guest in first.

10. Turn on the Main Power Switch if the room

11. Explain to guest that his is to active the electricity supply of the

room

12. Lead the guest to the desk and offer assistance to fill up the

Registration Card and ask the guest's ID, KTP or Passport,: May I

have your identification card to fill up your registration car Mr.

_______, and ask guest signature.

13. Get the filled up Registration Card put it back n the plastic

jacket, say to the guest. “Mr. _____ may I have your Credit Card

to be imprinted, I will be back in a moment.

14. Get the guests Credit Card and you hurry imprint the credit

card at the nearest location ( Reception or Executive Club)

15. Get back to the room and give back the Credit Card to the

guest and saying. " This is your Credit Card Mr. ________ "

16. Ask the guest: " May I take a moment of your time to show you

the facilities for your room?"

17. If this is a return guest, He may say no. Just leave the room key

and the welcome folder with the guest.

18. Before you leave the room, ask guest. “Would you like to

reconfirm your airline ticket?" take down the details and refer to

Concierge.

19. Present you name card and say to guest, “Please let us know if

we could be of any further assistance enjoy your stay with us."

20. If the answer is positive, walk over to the control panel.

21. Points to the curtain button. " These two button are for the day

and night curtains"

22. Explain to guest the list of TV channel and the HBO's directory

23. Points to the mini bar : " This is mini bar fir you consummation,

the coffee and tea is provided complimentary "

24. Open the closet and points to the Elsafe: “this is the in-room

safe for your convenience" and point the instruction to use it if

the guest request, show guest how to use the Elsafe.

25. Inform the guest that his bathrobe is located in the bathroom.

26. Point the Do Not Disturb sign to the guest.

27. For Muslim, show the location of Qiblat

28. Before you leave the room, asks guest:" Would you like to

reconfirm you airline ticket?" take down the detail and refer to

Concierge.

29. Present you name car and say to guest: “Please let us know if

we could be of any future assistance. Enjoy your stay with us."

30. After rooming the guest to put data in computer hotel system

and updated it, give the Registration to the Reception.

V I P DETERMINATION

FRONT OFFICE DEPARTMENT

CODE DETERMINATION AMENITIES

VIP " A"

( VVIP )

President, GM corporate / hotel, Directors, Ambassador and any Government official(i.e.: Governor, Minister).Owner, President Directors. Any guest classified as VVIP by GM, or EAM or special request from Corporate Office

ChampagneFlowerFruit BasketChocolate tray(set up upon arrival. Only fruit basket & flower will be change every two days.

VIP "B" Manager, Branch Manager, General from Army, Air force, Police, any official, any staff ( ie.Chief of government official.)Any guest classified as VIP "B" by

FlowerFruit BasketChocolate tray(set up upon arrival. Only fruit

GM, or EAM or special request from Corporate Office

basket & flower will be change every two days.

VIP "C" Organizer of Group, Tour Leader, Return guests (the Third stay and on) Chairman, Public figure (entertainer).Any guest classified as VIP "C" by GM/EAM or other Depart Head approved by GM or EAM.

FlowerFruit Basket

(set up upon arrival & change every two days )

CODE H A N D L E D BY TRANSFER

Air/Sea Port Hotel

VIP "A" GRO GM/EAM LimousineVVIP FOM

VIP "B" GRO GM/EAM SedanFOM Limousine on

Request

VIP "C" GRO FOM Sedan

PREPARATION

The preparation at Front Desk must be done by GRO assist by

Section concern with under supervision of FOM. The preparations

are as follow:

1. As soon as you get the information regarding VIP arrival,

Coordination with Reservation to block the nicest room or the

one that already assigned by GM / EAM / FOM or special request.

2. Check with the Reservation the arrival time and update it if

possible.

3. As soon as the room/s blocked, inform Housekeeping to clean the

room and fix any defects found coordinate with Engineering.

Inform Housekeeping the detail of the VIP to get the appropriate

service.

4. Make requisition for:

Champagne ( to Room Service )

Fruit Basket ( to Room Service )

Chocolate ( to Room Service )

Flower ( to Housekeeping )

Welcome Drink ( to Bar Lounge )

Cool Towel ( to Bar Lounge )

Pick up transfer ( to Bell Captain )

5. After blocking the room, do an inspection at least 3 ( three )

times, the reason is :

1st When the room is block or assigned by GM/EAM or special

request, to make sure the room is in good condition and can

be occupied.

2nd After the room has been cleaned, to see if there is any

defect or not working then we still have time to follow up with

department concern.

3rd After amenities are set up (one hour before guest check-

in), to do the last check and make sure everything was

organized as a standard of the hotel.

Note: use Room Check List when you do the inspection at the 1st

and the 2nd time.

6. Prepare the Registration Card and other collateral needed for VIP

check in standard such as :

Print Registration Card ( put on dressing table living table with

pen on it )

Prepare the room key ( kept by Reception and give to GRO

upon arrival )

Prepare the Welcome Letter from GM including his Business

Card or any special letter from hotel. ( put on table next to RC)

Any gift need to be put in the room must be put on the pillow

in the bed room.

7. Check with FOM or EAM if any Management Staff want to

welcome.

8. Check with the FOM, Reception Supervisor, Bell Captain

regarding the VIP arrangement for their Check-in and Check-out.

Make plan "Who is, What and When "

NOTE:

The above activities must be done one day before. In case

there is last minute VIP it must be done soon and maintain the

effective communication with other Department or Section.

THE DAY OF ARRIVAL

The check in process must be done in the rooms which are set up

already with the Registration Card and other amenities inside.

GRO is full responsible for check-in the VIP with under supervision

from FOM.

1. Check with Bell Captain regarding the pick up transfer, check the

condition or the car, was it clean, fresh and comfortable.

2. Check with F&B regarding the Welcome drink and Cool Towel are

ready to serve.

3. Double check the room after F&B set up the amenities, to make

sure the room is ready for check in. ( it's point from PREPRATION

no:3/3rd Inspection )

4. Remind the Seaport / Airport Representative to inform hotel as

soon as the VIP arrival at the airport or seaport. Use the paging

board with guest name on it. Check the correct spelling.

5. Remind the management staff regarding the time of arrival, so

they can be ready at Lobby to welcome.

6. The room key is kept by Front Desk and GRO is responsible to

bring it while escorting the VIP to room. Then give it to guest in

the room after you help them to fill and sign the RC.

7. Ten (10) minutes before arrive at hotel all respective staffs are

stand by at Main Entrance to welcome the VIP.

Documents

Guest Relation Officer