* Responsible for the provision of a seamless guest experience by providing considered and personalised service
* In collaboration with the Guest Relations Manager, review and improve the guest journey in response to guest feedback.
* To ensure a high level of engagement with guests throughout their stay to make them feel at home and to create a warm experience
* Support the reception and concierge teams
* Ensure the Front of House team are aware of business in the hotel through use of the arrivals list, prayer sheet, function sheets, occurrence diary or Duty Manager log by hosting a daily morning meeting and using other internal communication channels.
* Ensure all VIPs are flagged accordingly with the correct VIP status, traces & amenities applied on Hart and to conduct research on each guest
* Check all VIP rooms ensuring that all hotel standards are met and that the appropriate amenities are in place
* Provide appropriate welcome cards / crave tablet messages to the guests to ensure special occasions are recognized
* Ensure the VIP arrivals list is up to date and prepared one week in advance and that any relevant information is communicated to the necessary departments
* Be the ambassador in the hotel for guest profiling, ensuring that all information is captured in the correct way and entered onto the HART PMS system, this information is used to enhance the guest's experience and is to be communicated to relevant departments
* Update guest profiles in HART and proactively use the information stored to support the guest experience, improving and personalising the guest journey accordingly.
* Handle and oversee complaints, ensuring appropriate action is taken to resolve these and to ensure guest satisfaction is maintained, concluding with guest follow-up.
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