I’d like to tell you guys that today is the first month I’m working in hotel. I feel blissful and miserable at the same time. Why I said “miserable”, because it’s difficult to pray while you are in full of activity. A lot of time for pray were skipped. I have to put out of sight for pray even for 5 minutes. After all I doing my best at my workplace.
I became GRO (Guest Relation Officer) in 4 stars’ hotel at Hayam Wuruk Jakarta. I was astonished when they mailed me about my position. I don’t have experience at those position and a lot of question came to my head. When I looked back, after final interview with General Manager. He told me that I suitable for GRO. He said, “I want every guest look at you, take care for VIP and not standing all day long at desk”. I don’t have better option consider that day I was jobless and finally I agree to take that position.
Great, welcome on board. Simple question, what is GRO?
Guest relation officer is one of position at Front Desk department as a mediator for guests and hotel. That’s why, a GRO must competence on communicate with other and have good networking too. GRO is the first staff who greet customer when they come to hotel and make sure they have impressive experience after come to hotel, stay in hotel and leave hotel.
After I google duties and responsibilities of GRO, I found good article there and quite similar with my duties, e-g:
Read log book. This book’s very important, because will tell me about what’s going on yesterday. About complain, VIP daily list, VIP complimentary order and everything that needs preparation must be done etc.
Check Expected arrival guests. We can check EA (expected arrival) for today on system, so we can check how many welcome drink also welcome amenities that we must prepare.
Preparation for VIP rooms. In every hotel treatment for VIP are different, usually we give them welcome letter that’s already signed by front office manager or general manager, welcome fruit or takeaway goods.
Checking guest birthday and we give them birthday cake. I haven’t done this.
In Room check-in. After guest come to hotel, we let him/her to go to his/her room. After that, we help them to fill out registration form and ask about payment. These are important treatment because most of VIP’s don’t want to queue at front desk lobby.
Greet all customers (VIP, non VIP or Group) and handle complain that forward to intend department.
So far, I love my job now because I treat customer personally. What do you think guys, are you working as Guest Relation Officer too or Front Desk Agent? Feel free to chat or comment, have a good day everyone. Oh I forgot to tell you, welcome December and remember about your resolution this year. Keep spirit & struggle to achieve your dream.