Guest Relations Officer

Roles and responsibilities

We are looking for a Emiratization Guest Relation Officer with fluent English-speaking skills with some experience in customer service for the role.

This is a full-time permanent role located in Abu Dhabi.

What You Will Do

• To provide full support to all customers visiting Toyota showroom. To be the first point of contact to welcome and identify customers’ needs.
• Ensure customers are given the Worlds Warmest Welcome when entering the branch.
• Responsible to ensure all customers with appointments are directed to correct executive. The aim is to give a smooth transition from entering the branch to introduction to sales executive in turn making sure the customer receives a professional service.
• Ensure all customers receive a warm send off on exiting the branch. The aim is to make our customer feel acknowledged and to show that we care.
  

Required Skills To Be Successful

• Able to communicate effectively
• Customer service experience will be an added advantage
• Good knowledge in MS Office especially MS Excel
• Emiratization with family book
  

About The Team

The role will report to the Aftersales Manager and you will be working in a busy workshop environment wherein you will be dealing directly with all levels of people in the organization

What Equips You For The Role

The ideal candidate for this role should possess a High school Diploma. You should also be able to communicate effectively with strong customer service, analytical and communication skills. You should be highly motivated and passionate about cars.

Desired candidate profile

• Guest Check-In and Check-Out:

  • Welcome guests upon arrival, ensuring they feel valued and comfortable.
  • Assist with the check-in and check-out process, ensuring all necessary paperwork is completed promptly and accurately.
  • Handle any special requests or accommodations during check-in, such as room preferences, early check-ins, or late check-outs.

• Guest Assistance and Service:

  • Address guest inquiries and provide information about the facility’s amenities, services, and local attractions.
  • Ensure all guests are satisfied with their experience, resolving any issues or complaints in a calm, professional manner.
  • Act as the main point of contact for guests throughout their stay, making sure their needs are met promptly.

• Managing Complaints and Concerns:

  • Handle guest complaints and feedback in a courteous and effective manner, aiming to resolve issues quickly and efficiently.
  • Escalate unresolved issues to higher management when necessary, ensuring guest concerns are addressed and rectified.

• Maintaining Guest Records:

  • Keep accurate records of guest preferences, special requests, and past visits to personalize future stays and ensure exceptional service.
  • Update guest profiles in the property’s CRM (Customer Relationship Management) system to maintain consistent communication.

• Personalized Service:

  • Provide personalized recommendations and services based on guest preferences, such as restaurant reservations, transportation arrangements, and spa bookings.
  • Ensure VIP guests or frequent guests are provided with special treatment or perks, enhancing their experience and fostering loyalty.