Guest Relation Officer (GRO)

Guest Relation Officer (GRO)

Location: Mercure Jakarta Sabang, Central Jakarta, Indonesia

Region: MEA SPAC

Company: Mercure Jakarta Sabang

Hotel: Mercure Jakarta Sabang

Job Category: Rooms

Job Description

• Responsible for ongoing communication of pertinence using the logbook provided to other shifts.
• Responsible for ensuring that clear and constant communication lines are kept with all staff, other area and Departments.
• To ensure that all guest enquiries and requests are attended to in a helpful, professional yet warm and friendly manner.
• To ensure on a daily basis that you are fully aware of all arrivals to the Hotel, and in particular, VIP’s and return guests, and that you are aware of any special requests so that they may be acted accordingly.
• To ensure that you are completely aware of the complete range of services and facilities that the hotel provides to its guests and visitors.
• To ensure you have a complete and thorough knowledge of the outlets of the hotel, their operating hours and the scope of services that they provide.
• To ensure Guest Relations Desk is not left unattended at anytime whilst on duty.
• To be completely aware of the Fire and Emergency Procedures of the hotel and your responsibilities in an emergency.
• To acquire, through training provided, a complete knowledge of all policies and policies as set down by the hotel that relate specifically to the Guest Relations.
• Efficient in assisting guests throughout their stay with any requirements, handling guest feedback, provide direction and give suggestions
• Handle guests’ mails, messages, and answering phone calls
• Maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests
• Ensure the safety, security and loss control policies and procedures are compiled with at the front desk and back office area
• Perform any related duties and special projects as requested by the Front Office Manager, Reception and Duty Manager

Qualifications

• Work experience as a Hotel Front Desk Agent, Guest Experience, Guest Relation or similar role, minimum for 1 year

• Proficiency in using computer systems and hotel management software (Opera Cloud/Rhapsody Cloud is a plus)

• University/College degree in a related discipline an asset

• Excellent interpersonal and communication skills, with fluency in English (additional languages are a plus)

• Ability to work cohesively as part of a team

• Ability to focus attention on guest needs, remaining calm and courteous at all times

• Strong interpersonal and problem solving abilities

• Highly responsible & reliable

• Exceptional attention to detail and organizational skills

• Ability to multitask effectively and prioritize guest needs in a fast-paced environment

• Additional Information

• What’s in it for you…

• The opportunity to work with an exciting new hospitality concept in Central of Jakarta and have a real impact on its success.

• Join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.

• The chance to challenge the norm and work in an environment that is both creative and rewarding.

• Become part of a team that’s very passionate about creating great hospitality experiences and building a portfolio of brands.

• A competitive package and plenty of opportunity for development.

Your team and working environment:

• In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture

• Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

• Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

• When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.

• LET YOUR PASSION SHINE

• We foster our creativity, our excellence and progressiveness. We interconnect with each other and our environment, to create a new kind of quiet luxury. With us, you can take pride in being part of a wider global team leading the way in local sustainability initiatives. Working together with our communities, we will empower you to make your own meaningful impact.

• LEARN ABOUT US

• Let your passion shine

• We take pride in promoting heartfelt hospitality with a French Zest, valuing passion, excellence and emotional intelligence. We pioneer a committed and sustainable approach to luxury, encouraging openness and inclusivity. We value new encounters with colleagues and guests from all horizons with a goal of creating a distinctive culture together.

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