Closely deal with all requests, problems and needs of guests staying at the hotel and find solutions to problems, focusing on guest satisfaction.
Listen attentively to guests to get an effective customer-oriented perspective and handle complaints properly.
Handle guest complaints and find solutions, report any problems that take time to solve to his/her direct manager and follow-up on the matter.
Greet guests that will check-in at the reception in coordination with the Front Office Department and, if possible, accompany the guests to their room and call them during the day to ask for any needs they may have.
Make “Guest Contacts” during the day in an effort to identify the level of guest satisfaction and, if any, complaints, suggestions and problems, and find solutions to these.
Write down any comments, requests, suggestions and complaints received from guests during the day and report together with their ans...
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