Just go thru it

1. Guest Relations Executive

2. Objective
All GRE, expected by the management to be “as one spot
point”. Where all the guests complaint / problem / queries
could be solved promptly, professionally & efficiently to full
the guest satisfaction .Guest Relations will be a representative
to the hotel & management to perform the professionalism &
service excellence to the hotel. General Manager who is
“Captain of Ship” like to give personalized attention to all
guest, he delegates this role to GRE.
The best way to describe her role is to compare her role to
hostess at a home. E.g. Mother, wife or sister who welcomes a
guest and make them feel comfortable.

3. Key to success:-
1. Self discipline
2. Punctual
3. Courteous
4. Professional Attitude
5. Communicative
6. Helpful
7. Attention to detail
8. Natural warmth and friendliness
9. Alertness
10. Innovative
11. Wellgroomed
12. Honesty
13. Teamwork

4. Guest Relation Manning
Guest Relation Executive ideally manned from 07.00
am until 23.00pm, but it all depend on the size of the
hotel itself. Rest depend upon house status of the
hotel, if you have maximum arrivals and departure at
mid night so in that case GRE need to do night shifts
also.

5. PERSONAL GROOMING
• Your poise, manner
and attitude are
crucial in reflecting
the professional
image of the hotel
which implies
competence and
professionalism. In
order to achieve that
image, the standards
may involve limiting
personal preferences.

6. DEPORTMENT
• 1. Good posture should always be maintained. Stand
upright with hand down.
• 2. Be courteous, use phrases like "May I help you?" and
end a conversation by saying “Thank you".
• 3. Keep an eye contact and be sure that you give your
undivided attention to the guests.
• 4. Work related issues when discussed should be done
in a professional manner and tone on the guest's
presence.
• 5. Should always look up and smile readily.
• 6. Idle conversation among staff in the presence of
guests should never be carried out

7. APPEARANCE STANDARDS
Uniforms
• 1. Must be neat and well
pressed.
• 2. Must be clean and
spotless.
• 3. Well maintained, no
patches and missing part
e.g. buttons.
• 4. Buttoned up and
hooked as designed.
• 5. Clean and unscratched
name tag to be worn.

8. Footwear
• 1. Plain black colored shoes
or polish able leather only.
Open toed shoes, sling back
shoes and moccasin are not
permitted.
• 2. Covered heeled ladies
court shoes with 5cm heels.
• 3. Must be well maintained,
clean and good condition.

9. Accessories
• 1. Continental watch only, no
fancy designed or colored
watches allowed (e.g. Swatch).
• 2. One pairs of studded earring
not bigger that 1cm in diameter.
Nose studs and earlobe clips are
not allowed.
• 3. Maximum 2 rings allowed.
Wedding band and engagement
tings only.
• 4. All accessories worn e.g. watch,
ring, earring and necklace must
be in conservative design and
presentable

10. Hair
• 1. Neat clean and
professional looking. Punk
hairstyles and coloring of
hair is note permitted.
• 2. Fingers must be neat
and just touching
eyebrows.
• 3. Short hairstyles length
or shorter must be styled
and keep away from face.

11. JOB DESCRIPTION GUIDE LINES
• When you start to open the manual before starting
the training ask her is she has an idea about what is
Guest Relation, and what makes her interested to
work in the department.
• Read the job summary thoroughly, ensure she is
clear with the information.
Now you start to explain the duties of GRE:

12. Ensure that; whenever possible, guest
receive personal recognition.
Guest will be happy if they are being recognized,
they will feel that they are important, special
touch, etc. There is so many ways to recognize
them, firstly by physically, either memorizes
them by remembering his name, or you could
find your own way how to recognize them, but
the management expects that GRE must
recognize the guest name after 2 in
transactions.

13. Meets and greets arriving guest and
bids farewell to departing clients.
• This is the major task for GRE to give the
maximum courtesy since the first time you
meet them, when they are in house and even
when you bid him farewell. Because in this
part after the guest lest the hotel, guest will
remember that the hotel staffs are very
friendly, courteous and helpful, this going to
be good reputation for the hotel.

14. For designated guest conducts in
room check-in, and guest rooming.
• Print (VIP arrival by time & remarks) from PMS. If
guest is coming from the airport representative
will call the GRE and inform that this guest left
from airport & on the way to the hotel, GRE must
ask, what type of car, the Car number and how
long ago the guest has left the airport. After 20
minutes of the call, GRE should be ready with all
legal formalities , GRE need to walk out from the
entrance and fetch the guest, greet the guest and
escort the guest straight to the room to do the in
room check-in. Important points, don’t forget to
update it in the system.

15. For all other arrivals, ensure that they are
escorted to the room (after check-in formalities
have been completed) and roomed
• Hotel standard not only taking care for the VIP
guest but the entire guest who come here will get
the same courteous and friendly service. To achieve
this task, GRE's duty is to escort the entire guest to
the room and help the guest to fill up the
Registration Card at the front desk counter.

16. Review current arrivals list and be familiar with it on a daily
basis.
• All GRE must know how to read the arrival list
DSR and PMS report, to update their follow for
smooth operation.

17. Assist with the preparation of the amenities program and
its distribution.
• GRE is also responsible to prepare, request the on day
amenity, next day requisition amenity, special
amenities for club and Suite occupant.
• Plans for unexpected arrivals
Usually Reservation will call GRE for the additional VIP
on day arrival, GRE is responsible to request the
amenities for them, print the Registration card, block
room ,check special request .For VIP guest the GRE
must inspect the room.

18. Attends to guest needs, queries promptly and
efficiently
• GRE must attends all the guests needs, but
remember never confirm the guest request if
she is not sure that we are not able to provide,
we inform the guest politely “ I am sorry Mr.
…., let me double check from my concern
person( AM/DM) and let me get back to you !"
but don’t forget to follow up and get back to
the guest.

19. Maintains an active presence in the
hotel lobby
• GRE must be all the time in the lobby, expect if
she is preparing all the clerical works,
otherwise they must be in their positions in
the lobby.

20. Updates and helps maintain accurate
Guest History Program.
• It's a must whenever GRE got information
from the guest (complaint, preference
amenities, room feature NS, KB, PV, etc.) must
be update in the PMS, so then when they
comeback, we could follow up as per their
request.

21. Coordinates with other Department
• Front Office - for latest arrivals and departures & changes
in guest room allotments.
• Concierge - for external services and baggage movement.
• F&B - on matters of guest parties, food and beverage
services, table reservation.
• Housekeeping – for room clearances, room maintenance,
laundry services, guest and room supplies.
• Health Club & Spa – for booking of services.
• Business Centre – for booking meeting rooms, secretarial
services and office services.
• Florist – for flower arrangements and bouquets.

22. Guest Relation Executive
Florist
Business
Centre
Health
Club & Spa
Security
IT &
Engg.

23. Promotes hotels facilities whenever
possible and is familiar with city and local
information.
It a must for the GRE to know all the facilities in our
hotel, hotel’s promotion and also to know the to go
around the town, GRE must know or give suggestion
to the guest which are the interesting place to go.

24. Report daily activities in Logbook.
It's compulsory for GRE to read the log book at all
time, because in the log book it has all the
information, notices, and instruction for on day
operation.

25. Assist in the handling of guest complaints ensuring they
are refereed to the correct person and that follow up
action occurs.
• Handling complaint is major task that .GRE
must handle it professionally as long as the
follow up has done properly, guest usually
cool down. This task will be discussed on the
briefing in detail.

26. Conduct "courtesy call" from time to
time as designated.
• Courtesy calls is done by afternoon shift GRE,
usually asking for the guest’s feedback to how
they fill during his/her stay in the hotel,
offering assistance, and record it in the
courtesy calls book. This task will be discussed
in briefing in the detail.

27. Maintains and give neat and tidy
appearance at all times
It is a must, for GRE to be looked neat and tidy at all
times, as she /he is the one sport point that the guests
will notice to.
• If familiar with all hotel services, rate, outlets,
promotions, special even, etc.
To be a professional GRE, it’s a must for GRE to know
with all the facilities, rates, outlets, promotion, where
the guest could go for tour shopping etc.

28. Performs other reasonable duties as
assigned by Duty Manager/ FOM.
• Sometimes DM/ FOM will assign one or two
GRE to wear traditional costume to greet &
escort VVIP guest, and some additional task
that GRE must do though it's not written in
the task list or manual.

29. GUEST RELATION TASK LIST GUIDELINES
1. VIP Determination
Explain in detail the VIP code and amenities
for VIP. The VIP code is based for market
segmentation, so then every month sales
could make statistic to know how many
percent of each code come in to our hotel

30. 2. Guest Relation Report & Updating
Guest relation will works a lot with report, the
usage of the report for GRE are: for preparing
amenity, inspecting the room, courtesy call,
group arrivals. Report that GRE usually are:
VIP arrival, In House and Departure Report,
special Service Report, Group Arrival and
Departure Report, VIP in-house, Long
staying,& single lady. These reports are
generated by PMS.

31. 3. Preparing VIP arrival
• Preparing VIP's welcome folder, all the
registration card along with room keys are
kept in the guest folder.ATG thali to be ready
well in advance and garlands as per special
request. Welcome drink and hot/cold towel
will be taken care Fnb dept .

32. 4. Preparing Guest Amenities
• Guest amenities request is made by GRE.
Amenities request given by amenities voucher
book to Fnb dept. Guest amenities request
should be delivered to concern department at
least one day in advance at 14.00Hrs.
5. Preparing Additional VIP Guest amenities
It is also GRE's responsibility to request to the
room service and filling one copy of
complimentary order.

33. 6. Inspecting VIP guest's room
• One GRE in morning shift will inspect the VIP
room based on the VIP arrival list and
communication book.
7. Handling VIP room blocking
VIP room which is not blocked yet by Reservation
will be blocked by the afternoon shift GRE one
day before arrival based on correspondence.

34. 8. Conducting show room
Usually GRE in-charge in morning shift receives
the mail (show room number) from
Housekeeping. GRE prepared the sales kit, all
brochures and factsheet, and start to show the
room, room facilities and hotel facilities but never
show the back office of the hotel. And make
appointment with the FOM /SM.

35. 9. Accomplishing the Registration Card
for guest upon check-in
GRE must help guest to fill up Registration card
upon check-in, the procedure is:
• -Greet the guest and offer assistance
• -Ask his passport and help them to write the
detail in the registration card.
• -Ask the guest the method of payment and ask if
they will settle by credit card, get it to imprint.
• -Ask the guest to sign the registration card and
escort to the room.

36. 10. Escorting guest
• Inform the important points e.g. GRE must walk in
the front of the guest (to lead the guest) but
when entering the lift or walkout the lift should
let the guest first, meanwhile to explain the most
updated hotel information etc. Don’t forget to
offer them if they need to have explanation in
room facilities, keep in mind always offering
assistance and stay courteous in this tasks as this
is the time that GRE will represent the quality and
professionalism of the hotel.

37. 11. In room check-in
• Explain the room facilities starting from wardrobe the
ending at bathroom. If the guest check-in in the
evening, do not forget to offer for dinner reservation.
12. Handling complaints
One of the most tasks that GRE have to do is handling
complaints. Never frighten with the complaints, the
more we are facing the complaints, the more
confident we are going to be, so don’t be afraid as
long as you are based on the procedure you will
handle it professionally. When filling up the Log book,
GRE have to write the company name and also the
check-outdate.

38. 14. Handling Birthday guest
GRE will order a Birthday cake from Room Service
and make a Birthday card for the guest.
15. Handling Honeymooner guest
GRE will order Fruit Basket or Flower and prepare
the card for the Honeymooner guests.
16. Hotel System for Guest Relations
Our hotel software is IDS , GRE are expected to be
familiar with this system in order to be able to do
their daily jobs and also help the other section in
Front Office.

39. 17. Product Knowledge
• To be professional GRE of course
have to know all the product we
have, all facilities, opening time,
room rates, how many rooms we
have etc. also we have to know
who are the name of the MD,GM
,FNB ,Chef etc.
18. Bidding Farewell
• It's important that GRE stay
courteous not only when guest
arrive, and in house, but we are
also give a courtesy when the guest
check-out. Greet the guest and
thanking them for staying with us
and wish see them again in the
future.

40. 19. Basic check-in and updating
• All GRE must know how to do the basic check-in
and updating, especially if she see the reception
are too busy in the counter, she has to help them
by helping the guest check-in, explain briefly the
important points, and escort them to the room.
20. Basic Reservation
• It is important to have knowledge in reservation,
as GRE might be required to handle a reservation
on behalf other associates .

41. 21. Telephone Technique
• Ensure to be professional in this task, as voice
tone is obviously shown the character of the GRE.
Telephone must be answered within 3 rings greet
the caller, inform the department / section you
are in, and offer assistant e.g.
• Guest Relation, Good Morning…Speaking, may I
help you?
• Ensure if the caller ask to transfer the telephone,
to transfer it to the right extension, and if the
person was not around, have to get back the
caller ask if there's any message

42. 22. Courtesy call
• One of the GRE in-charge in afternoon shift will
do the courtesy call, this one of the way also to
give an attention by offering assistance to the
guest and get the guest's feedback. Don’t forget
to write the conversations in the guest comments
book.
23. Conversing with Guest
• One of the main duties of GRE is conversing with
the guest especially during in the lobby area to
get any feedback from the guests, do not forget
to offer any assistance before ending the
conversation.

43. 24. Guest Messages
• Guest message has to be taken properly and repeat
it again to ensure that we got the message clearly. If
we have to write message, write in a good
handwriting and ensure the tidiness of the written
message. It also be typed if you think it looks nicer.
25. Product up-selling
• Whenever get a chance, GRE have to up-sell the
hotel product, as GRE will have more chance to chat
with the guest, and at this point, GRE have to be
more professional & should have good product
knowledge . It all for staff benefit, as more profit the
hotel earn, staff will have more service point.

44. Guest Escorting by GRE
1. On the way to the room, make use of the elevator
panel to introduce outlets in hotel to guest.
2. Promote the F&B outlet, Health Club and other
facilities
3. Show the guest the room number and the floor
they stay in.
4. Ring the bell and say in a pleasant tone “Guest
Relation" open the door and let the guest in first.

45. 5. Turn on the Main Power Switch of the room
6.Explain to guest that "this is to activate the
electricity supply of the room"
7.Ask the guest; "May I take a moment of your time
to show you the facilities of your room?"
8.If this is a return guest, he may say no. Just leave
the room key and the welcome folder with the
guest.
9.Before you leave the room, ask guest: "Would like
to reconfirm your airline ticket?" take down the
details and refer to Concierge.

46. 10.Present your business card and say to guest; "Please let
me know for any further assistance. Enjoy your stay with
us".
11. If answer is positive, walk over to the control panel
12.Explain to guest the control buttons for Air Conditioning,
light switches .
14. Point to the Guest Service Directory
15. Shows the guest the lists of TV channel .
16. Show the electric sockets, “Our rooms are equipped with
220Volt electrical outlets convenience.
17. Show the mini bar; " this mini bar for your consumption,
the coffee and tea is provided complimentary"

47. 18. Open the wardrobe to show the El safe: “this is
the in-room safe for your convenience" and point
the instruction to use it if the guest request, show
guest how to use the El safe.
19. For Muslim, show the location of Qiblat.
20. If during rooming you need have to use the phone
in the room (i.e. room change of guest request), say
to the guest: "Excuse Me, Mr.…………., May I use
your phone?