Club Guest Services Associate Job at Sheraton Hotels
The Job: Club Guest Services Associate
· To provide our Club and Suites guests with an on brand personalized arrival experience.
· Follow and implement Sheraton Club program as per Brand Standards/Guidelines.
· To effectively contribute in a high GSS loyalty composite through recognition, friendliness, helpfulness and efficiency.
· Ensure that services provided are in harmony with our Sheraton core values
· Ensure that our guests receive an on brand experience upon arrival and throughout their stay.
· 100% daily usage of the Master Arrival Report to deliver GPS initiative successfully to our guests.
· Ensure smooth and clear communication with all other FO, HK, club and Room service associates.
· Acquire the proper product knowledge needed to perform your job properly.
· Be aware of the hotel Fire and Emergency procedures.
· Perform daily buckets check against departure and clear the pending registration cards.
· Ensure desk is at all times equipped with functional equipment and stocked with enough stationary and collateral, forms and order them in a timely manner.
· Trouble Shoot and/or assist guests with internet issues.
· Assist the hotel revenue by:
1) Suites Upselling.
2) Suggestive selling of the hotel restaurants.
· Have sufficient information about local surrounding areas to able to provide guests with choices and/or alternatives when requesting for assistance.
· Enforce free marketing activities to promote the hotel services through our guests by encouraging them to post reviews and tweets in the various social media.
· Actively participate in the hotel sustainability, community and OI activities.
· Has previous experience in 5 star hotel.
· Is able to speak, write and converse freely in English. Additional language will be a benefit.
· Must have computer skills and opera knowledge.
· Totally embrace the philosophy of guest and customer service and owns the guests.
· Identify yourself with the hotel’s brand and operating philosophy.
· Possess a warm and friendly demeanor.
· Strive to achieve satisfaction and delight of our customers.
· Is detail oriented.