Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues are turning moments into memories for our guests. Be an ambassador for your hotel as a Guest Relations Agent, where your warm and efficient service will make our guests feel welcome at check-in, valued at check-out – and always at home.
Summary of Responsibilities:
Reporting to Guest Relations Supervisor, responsibilities and essential job functions include but are not limited to the following:
· Demonstrates that all Guest Relations Standards of Service & Operational Procedures are performed in all interactions.
· Provides a warm welcome and assists guests’ according to FHR Brand Standards.
· Displaying a professional image and positive guest service attitude at all times.
· Remains observant and responds to each guest who approaches the Hotel entrance and guest relations desk.
· Providing an excellent first impression.
· Maintains a perpetual presence on the Lobby and Guest relations desk throughout the hours of the shift.
· Greets all guests courteously, using the guest’s name whenever possible.
· Ensure all guests are escorted to their room/suite/Gold lounge and full hotel tour is conducted.
· Responds to all guest inquires, maintaining high quality of service throughout the hotel with efficiency.
· Demonstrate good listening skills when encountering any guest complaints and take responsibility to either resolve their issue and direct them to a manager.
· Handles guests' inquiries and complaints and ensures that they are resolved quickly, courteously, professionally and to the guests' total satisfaction.
· Follows Hotel’s telephone etiquette standards.
· Arrive at workplace on time, prepared with tools and all stationary and collaterals is sufficient
· Ensures that all check-in guests are offered with welcome drinks.
· Enrolls new FPC members and updates FPC certificate maintenance.
· Adheres to and promotes the Company’s Health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures.
· Be knowledgeable of all room types and rates and the hotel’s features and facilities.
· Support the concierge desk/ front desk when needed.
· Alert the Guest Relation Supervisor/ Manager or a senior member of Front Office Management or the relevant Department to any problems that may occur during a shift.
· Ensure that any compliments or complaints that are received are dealt with promptly in a polite and efficient manner and to enter this in the Duty Manager’s log book.
· Be familiar with the VIP/FPC procedures and with all regular guests and their requirements.
· Complete the duties on the guest relations checklists.
· Update registration cards, ensuring that all guest histories are linked and updated correctly in the different systems.
· Ensure that the handover shift is smooth and complete, especially for the night shift.
· Be able to handle efficiently and effectively any queries arising from guest’s accounts.
· Maintain amicable and co-operative working relations with all other departments.
Qualifications:
· Minimum 2 years experience in Front Office Operations in a luxury property preferred
· Strong interpersonal and problem solving abilities necessary
· Must be a highly organized person with strong planning skills
· Goal and results oriented
· Analytical skills, strength as a developer and a leader of others are essential
· International experience an asset
· Energetic, enthusiastic, self-motivated and a charismatic team player
· Proficient in the English & Arabic (verbal & written), third language is an asset.
· Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
· Must be flexible in terms of working hours and willing to work under pressure
· A hospitality diploma is an asset.
· Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera) and Windows, MS Office Suite an asset
· Able to go extra mile as and if required by the department, a doer not a talker, striving for a high standards of excellence,
Anastasiya Krasnozhon
Professional Recruiter
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