Guest Relations Agent
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Job Summary
- Prepare for daily VIPs arrivals in terms of room allocation amenities and special requests of Guests.
- Keep Mis-en-place ready for VIP arrival (Reg.-cards room keys welcome drink)
- Register and process check in/out for all VIPs guests efficiently and professionally.
- Escort VIP gussets to their rooms.
- Update guest information into the computer after a complete check in.
- Accountable for cashiering duties foreign exchange transactions night audits tasks and settlement upon Guests departure.
- Handles walk in counter reservation at all times and process call in reservation when room reservations section is closed
- 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
- 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 Foreign Exchange and Business centre as and when assigned.
- Have knowledge of the hotel rate codes package segmentation discounts and how to handle each.
- Maintain continuous contact with hotel guest to ensure that any problem or complain are handle efficiently & courteously.
- Follow up with Bell desk regards shuttle Bus.
- Daily courteous calls to VIP rooms so too with other guests.
- 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 guests anniversary and birthdays.
- Check VIP rooms after amenities are placed.
- Coordinate with the lobby manager regards arrival & departure transport arrangements for the day.
- File daily guest relations report 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.
- Co-ordination and information with the Front Office Housekeeping F&B and especially with the General Manager regarding MIPs and VIPs.
- Reviews Guest Comments daily and takes contact if necessary and possible with the guest for direct action.
- To effectively handle all guest complaints concerning the Front Office in co-ordination with the Front Office Manager taking corrective action to prevent recurrence and convert the guest into a repeat -ordinate proper actions with other departments informs General Manager where necessary.
- To be punctual on duty and ensure the same of your employees.
- Be well groomed to the standards laid down. Insist on the same standard for your employees.
- 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 hotels emergency procedures and in a state of preparedness for any emergency which may occur.
- Maintains a monthly overview of vacation- and public holiday balance of all his/her staff and delivers a monthly consolidated summary to the Director of HR.
- Is familiar with all related company documentation and especially with the relevant Operational Standards for his/her field of responsibility.
- Other duties as assigned such as the Welcome Hostess Duty several times a week (for female GRA).
Qualifications :
- University Degree in Hotel Management
- Fresher or a minimum of 1 year experience in a similar role in a 5 star hotel preferrably on the same role
Additional Information :
What is in it for you:
- Employee benefit card offering discounted rates at Accor worldwide
- Learning programs through our Academies
- Opportunity to develop your talent and grow within your property and across the world!
- Ability to make a difference through our Corporate Social Responsibility activities like Planet 21
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Restaurant Experience
- Customer Service
- Hotel Experience
- Taleo
- Hospitality Experience
- Cashiering
- Food Safety Experience
- Guest Relations Experience
- Animal Handling
- Front Desk
- Guest Services
- Phone Etiquette
About Company
As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a com ... View more
