Guest Relations Officer

Checks in guests in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Reconfirms stay dates, special requests, and reason for stay. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction and ensures billing clarity. Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, exchanges foreign currency and produces paid outs for vendors and guests. Reconciles all transactions at the close of each shift. Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; aids customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guests will be in person and by phone. Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests. Assists with concierge requests such as but not limited to recommending and reserving local restaurant, activity, and tours; booking limousine services, arranging spa/babysitting services. Utilizes concierge booking tools and tracking platforms, including but not limited to KEY, book4time and tablecheck. Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact. Works harmoniously and professionally with co-workers and supervisors. Accepts reservations, changes, and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator. Assist management team in administrative work as directed and perform other tasks or projects as assigned by hotel management.