Position Purpose
\n\n\nThe GURU Guest Ops TM will play a key role in ensuring the overall comfort, cleanliness, and satisfaction of our guests. The ideal candidate will be detail-oriented, proactive, and possess a positive attitude, with a strong commitment to delivering exceptional guest service.
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Duties & Key Responsibilities
\n\n\n\n\n\nMaintain a high level of customer service awareness throughout your work.
\n\n\n\n\n\n\nHave a positive work attitude and take the initiative to solve problems, always clearly communicating with guests or colleagues.
\n\n\n\n\n\n\nProactive in giving comments or suggestions that are beneficial to the operation and environment of the hotel.
\n\n\n\n\n\n\nProactively recommend hotel services and facilities to guests and suppliers.
\n\n\n\n\n\n\nDo your job well and ensure the safety of yourself and others.
\n\n\n\n\n\n\nEnsure the accuracy of all bill purchases and provide efficient checkout service for guests.
\n\n\n\n\n\n\nIf necessary, help guests book rooms, record the room type, preferred location, price, telephone number and special requirements as well as pick up their luggage, ensure that they check out in time, arrange delivery, and welcome them again.
\n\n\n\n\n\n\nRecognize Honorary Club members to ensure that members receive benefits, providing quality and professional services to them.
\n\n\n\n\n\n\nProcess check-ins according to the reservation, check-in information, Hilton Honors Club number and airline membership number, ensuring the integrity of the check-in form and that payment method is safe and valid.
\n\n\n\n\n\n\nInput accurate and complete information into the hotel management system for everyone to share.
\n\n\n\n\n\n\nMaintain customer profile and information to ensure the validity and accuracy of the reservation.
\n\n\n\n\n\n\nEnsure to input guest file information into the public security system promptly.
\n\n\n\n\n\n\nKnow the latest information on the hotel’s surrounding areas, places of interest, scenery, etc., to provide convenience to customers.
\n\n\n\n\n\n\nCommunicate and cooperate effectively with all departments.
\n\n\n\n\n\n\nComplete daily tasks of the Front Desk, including but not limited to work supervision, room assignment, reporting, credit limit checking, computer data backup and master account checking.
\n\n\n\n\n\n\nSave cost and ensure inventory is not wasted.
\n\n\n\n\n\n\nAccept cash, credit cards, vouchers, corporate or third-party payments and other services in strict accordance with hotel regulations.
\n\n\n\n\n\n\nQuickly and efficiently transfer all incoming calls and greet guests with sincere and friendly greetings, answering and responding to guests’ questions and requests quickly and accurately, including the operating time and location of all dining places.
\n\n\n\n\n\n\nUse a warm tone of communication and greetings to make guests feel welcomed by the hotel.
\n\n\n\n\n\n\nAccurately and promptly deliver information to customers and ensure customer privacy.
\n\n\n\n\n\n\nOrganize and store guest luggage and ensure its safety.
\n\n\n\n\n\n\nManage the convenience store and provide the corresponding items to guests according to the price requirement, as well as a variety of convenience items for guests to choose from.
\n\n\n\n\n\n\nCarry out replenishment, update, and inventory in time according to the corresponding system to keep the goods on the shelves complete.
\n\n\n\n\n\n\nBe familiar with the early warning measures of fire and other emergencies and strictly follow the relevant rules and regulations of the hotel.
\n\n\n\n\n\n\nFamiliarize with the menu and beverage list to be able to explain to guests in detail.
\n\n\n\n\n\n\nUnderstand dietary requirements and give appropriate advice.
\n\n\n\n\n\n\nLearn about restaurant / bar dishes in order to recommend them to guests.
\n\n\n\n\n\n\nBe familiar with all restaurant and hotel business hours.
\n\n\n\n\n\n\nRecommend other attractive restaurants or places to guests.
\n\n\n\n\n\n\nStrictly abide by the service standards in the preparation process of the restaurant.
\n\n\n\n\n\n\nClean the appropriate equipment on duty such as cutlery, porcelain, etc.
\n\n\n\n\n\n\nShow good mental and professional appearance, greet guests at the door of the restaurant or bar at any time, and ask about customer satisfaction.
\n\n\n\n\n\n\nSmile when showing customers to their seats, help to hang their coats and backpacks, and introduce yourself.
\n\n\n\n\n\n\nMake sure to show guests to their seats and ask whether they prefer smoking or non-smoking areas.
\n\n\n\n\n\n\nMeet guests’ requirements and immediately contact your supervisor or manager if you cannot answer guests’ questions.
\n\n\n\n\n\n\nDeliver food, beverage, etc. to guest rooms in a timely and accurate manner, patrolling at least one floor per shift.
\n\n\n\n\n\n\nBefore the start of the shift, check the equipment to ensure its normal operation, contacting the engineering department if necessary.
\n\n\n\n\n\n\nMake sure all areas are as clean as they were at the beginning of the meal.
\n\n\n\n\n\n\nGreet guests with a smile as they enter or leave the restaurant, regardless of the service area.
\n\n\n\n\n\n\nPut guest service first.
\n\n\n\n\n\n\nIn the process of work, always reflect on professional quality.
\n\n\n\n\n\n\nAvoid using offensive or impolite language.
\n\n\n\n\n\n\nReport any incidents to your supervisor or manager.
\n\n\n\n\n\n\nPerform any other reasonable duties as assigned.
\n\n\n\n\n\n\nThe department reserves the right to change or supplement the job description if necessary.
\n\n\n\n\n\n\n\n\n\n\n\nRequirements
\n\n\n\n\n\nCollege degree or above.
\n\n\n\n\n\n\n1-2 years working experience in hotel Catering or Front Desk.
\n\n\n\n\n\n\nAble to use computing equipment to accurately perform all kinds of data calculations.
\n\n\n\n\n\n\nGood command of English, able to listen and communicate effectively in English to meet business needs.
\n\n\n\n\n\n\nGood command of hotel computer systems.
\n\n\n\n\n\n\nGood at dealing with guest relations, able to deal with various problems effectively and quickly.
\n\n\n\n\n\n\nImprove guest satisfaction with strong interpersonal skills.
\n\n\n\n\n\n\nStrong learning ability and able to work under strong pressure.
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Qualifications
\n\n\n\n\nCollege’s degree in hospitality management or related field preferred.
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