Guest Relations Agent

Job Description

The main job responsibilities include but are not limited to :

Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests.

Achieve Quality Audit result of 95% and above through consistent documented training.

Keep VIP folders ready for VIP arrivals and All inclusive Arrivals (Reg.-cards, room keys, welcome letter)

Assist and process check in / out for VIPs guests efficiently and professionally.

Escort guests to their rooms and conduct Room Orientation.

Update guest information into the computer after a complete check in.

Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time.

Resolve guests complaints / requests and liaise with the department concerned to ensure immediately follow up.

Achieve the highest Guest Satisfaction measured by TRUST YOU platform.

Handle issuance of guest room key cards and ensure effective control for guest security.

Ensure that all messages, mails and packages are delivered to the guest room.

Assist at the Information counter and Business centre & M Lounge as and when assigned.

Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.

Maintain continuous contact with hotel guests to ensure that any problem or complain are handle efficiently & courteously.

Follow up with Bell desk regards shuttle Bus.

Daily courteous calls to guests in house.

Report any unusual occurrences or requested to manager.

Be aware of the hotel accident Prevention Policies.

Ensure the cleanliness and neatness of front office area.

Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day , check Hotel situation, occupancy, functions, groups, VIPs.

Re-announce VIP rooms to Housekeeping and F&B departments.

Check if all departure details for the day have been taken, as well as for the next day.

To arrange for bouquets, cake and cards in case of guest’s anniversary and birthdays.

Inspect VIP rooms after amenities are placed.

Coordinate with the related Team in regards to arrival & departure transport arrangements for the day.

File daily guest relations reports and documents systematically.

At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.

Follow up on Traces requests / notes related to Guest Relations Department and update them accordingly.

Achieve the highest profitability through generating revenues and applying proper cost management.

To be punctual on duty.

Be well groomed to the standards laid down.

To comply with all hotel rules and regulations as outlined in the handbook and to be aware of company disciplinary and grievance procedures.

To create an environment which promotes employee morale and encourages the team to have pride in their department with a high level of commitment.

To promote a helpful and professional image to the customer and give full cooperation to any customer requiring assistance with the prompt, caring and helpful attitude.

To anticipate the needs of the customer whenever possible, to enhance quality service and in turn enhance customer satisfaction.

To give full co-operation to any colleague requiring assistance in a prompt caring and helpful manner.

To be flexible in assisting in other areas of the Hotel in response to the business and customer needs.

Ensures oneself is thoroughly familiar with the hotel’s emergency procedures and in a state of preparedness for any emergency which may occur.

Is familiar with all related company documentation and especially with the relevant Operational Standards for his / her field of responsibility.

Encourage and participate in Corporate Social Responsibility (CSR) activities.

Other duties as assigned

Assist in Task Force Teams for new openings.

Carry out any other reasonable task (which may not be stated here) as requested.

Qualifications

University Degree in Hotel Management , fresher or a minimum of 1 year experience in a similar role in a 5 star hotel.

Fluency in Russian and Turkish is preferred.

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