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QUALIFICATIONS AND JOB DESCRIPTION
Kempinski Hotel Barbaros Bay Bodrum is looking for a candidate for "Lady in Red (Russian Speaker)" position.
* Lady in Red is a guest affairs officer at Kempinski Hotel, who is interested in our guests and who wears a red uniform.
Previous experience in Guest Relations preferably in an international five star hotel
Excellent oral and written skills in local language and Russian; English is a plus
Good Communication skills
Knowledge of hotel operations & Computer systems
General knowledge of tourist and business related information
Knowledge of hotel products and services
Knowledge of VIP welcoming protocol
Proficiency in Microsoft Office (Word, Excel and PowerPoint)
Advanced knowledge of Opera
Basic knowledge of Micros
People Oriented; Passionate for European luxury; Entrepreneurial; Straightforward
Flexible; Self contained; Motivated; Pro-active; Organized; Responsible
Patient; Customer Service Orientation; Cross Cultural Sensitive; Teamwork/Cooperation minded
Quality oriented; Courteous; Friendly and caring
Natural sense for luxury
MAIN RESPONSIBILITIES
Communication of hotel&company philosophy and internal hotel representation.
Has an in-depth knowledge of the hotel and the geographical layout of the city/surroundings.
Knowledgeable about all VIPs in-house, hotel functions and special events.
Collects as much feedback information on VIPs as possible (on daily basis) by checking e.g. Google, Opera PMS company wide, briefs and distributes this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile.
Welcomes, facilitates and bids farewell to as many guests as possible.
Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.
Liaises with FOM and GM to prepare tailor made guest itinerary for Top VIP’s when appropriate and coordinates VIP greetings and departures–ahead of time.
Obtains as much information about a guest’s stay to be entered in the guest history.
Welcomes visitors to the hotel, assists with general information, internal promotions and directions.
Handles guest complaints and requests in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure optimal guest satisfaction.
Maintains a record of all complaints and requests, follows up and informs concerned operating departments.
Performs special projects and related duties as assigned.
Walks throughout the hotel recognizing guests and engages with them appropriately.
Attends and participates in daily briefings as scheduled.
Reports potential and existing hazards and rectified immediately.
Provides information to all guests regarding the services and possible internal promotions of the hotel.
Participates in training programmes.