Company Description

One of the best-known Swiss brands in the world, Swissôtel Hotels & Resorts offers contemporary hotels infused with the freshness and vitality of alpine energy, rooted in the tradition of Swiss hospitality. Respected for its intelligent design, quality craftsmanship and mindful approach to sustainability, Swissôtel gives its guests peace of mind to explore the world, discover life's true rewards and embrace opportunities to 'live it well'. The Swissôtel brand was founded in 1980 and today numbers more than 30 hotels globally including flagship properties such as Swissôtel The Bosphorus in Istanbul, Swissôtel The Stamford in Singapore and Swissôtel Krasnye Holmy in Moscow. Swissôtel is part of AccorHotels, a world-leading travel and lifestyle group which invites travellers to feel welcome at more than 4,500 hotels, resorts and residences, along with some 10,000 of the finest private homes around the globe.

Job Description

To assist the Front Office team with all reception related tasks while focusing on personalized service to the guests. Playing a key role in VIP procedures. Making sure all guests are satisfied with their stay through follow ups and providing the highest level of service standards.

- To be present in the reception or lobby during check-in and check-out time or any event and to socialize with guests.
- To ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service.
- To ensure that the privacy of the guests and the confidentiality of the information is respected.
- To go through all guest arrivals on a daily basis and make sure that all VIPs are properly flagged with the right category and that their preferences are updated.
- To prepare an amenities sheet daily and coordinate with F&B to make sure all amenities are sent on time and to the right place.
- Coordinate with FOM on all special VIP cards and ensuring they are placed in the room along with amenities before arrival.
- To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.
- To call the AFOM or FOM for advice in serious cases or if an approval is required.
- To be fully aware of and to report all guest comments or complaints.
- Assist in any other duties when required by the Front Office Manager.
- Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs.
- Handle guest requests either in person, via phone or by email.