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

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