What is the job of a hotel JRO?

The GRO of the hotel is the Guest Relation Officer. Generally, the hotel translation is guest relations director, which is similar to the position of assistant lobby manager and belongs to the hotel front office department. Mainly responsible for maintaining the relationship between the hotel and guests. Some hotels will have the responsibilities of personal butlers.

Required conditions:

1. First of all, you must have a more approachable appearance when it comes to handling customer relations.

2. Secondly, you must have certain language skills, preferably Mandarin. In addition, being good at some foreign languages ??is also a major competitive advantage.

3. In addition to these general abilities, you should also have the ability to be flexible, handle complaints, maintain relationships, etc.

Generally, GROs are set up in five-star hotels and will assist in the management of executive lounges.

Extended information:

The main responsibilities of the hotel's GRO:

1. On behalf of the general manager, accept and handle hotel guests' complaints to all departments (including individuals) in the hotel We will handle all complaints and listen to all kinds of opinions and suggestions from guests.

2. Work with relevant departments to handle accidents that occur to guests in the hotel.

3. Answer guests’ inquiries and provide necessary help and services (reporting loss, calling the police, tracing people and finding objects).

4. Maintain guest safety.

5. Protect the hotel’s interests (claims, collections).

6. Collect customer opinions and report them to the general manager and relevant departments in a timely manner.

7. Maintain the order of the lobby and nearby public areas and the tranquility and cleanliness of the environment.

8. Supervise and inspect the work and discipline of staff in the lobby (front desk, finance, security, housekeeping, greening, catering, engineering and fleet staff, etc.).

Baidu Encyclopedia-Assistant Lobby Manager