Guest Relations Agent

Company description

The Novotel 5 stars resort located directly on the Red Sea with a beach area of 646m; 268 rooms including 4 suites and 80 family rooms; 5 outlets and spa, offers a wonderful experience that can cater perfectly for all tastes.

Job description

To have a full working knowledge and capability to perform all duties and tasks in the assigned place of work to the standard set.

To ensure that all VIP and loyalty program guests are met upon arrival and offered the best service standards within the Accor standards.

To provide courteous, professional, efficient and flexible service at all times, following the hotel’s standards of performance.

To be fully conversant with all services, activities, facilities and F&B promotions offered by the hotel and recommend to the guests.

To have a thorough understanding and knowledge of all rooms related services and products and the ability to up-sell alternatives.

To be able to explain and show the guests all the facilities in the room.

To perform opening and closing procedures established for the place of work as assigned.

To attend to all guests who approach the front desk with a smile.

To take care of all matters related to the arrival, stay and departure of VIP and loyalty program guests.

To handle guest complaints and tracking of complaints.

To liaise with company bookers, travel agents and tour operators and conduct hotel visits and site inspections.

To assist guests with flight reservations and confirmations, onward hotel reservations and all other travel and sightseeing related matters.

To liaise with all appropriate departments and outside companies before, during and after VIP and AHFG guest arrivals to ensure that such guests are receiving the best possible service from the hotel.

To utilize the hotel’s brand’s quality and guest satisfaction assurance and recording tools at all times, analyze the results daily and take appropriate action, communicate and distribute the results monthly.

To take care of all inquiries received by guests – “one-stop shop” for guest related problems and enquiries.

To be always present in the lobby and outside the hotel front and liaise with guests and visitors and actively try to anticipate guests’ needs and solve potential problems before it starts to affect a guest’s stay.

To maintain guest profile by ensuring that guest history records are accurately maintained and all recurring guests are pre-registered, including input of guest questionnaires, response and comments in the system especially for long-staying guests, regular, VIP and AHFG guests. Update and communicate such information to the other front office sections as well as to other hotel departments, if needed.

To be well conversant with the local environment of the hotel: the city, culture, activities, exhibitions, shopping malls, and general information around the hotel.

To liaise with all other departments for all guest related matters.

To be flexible in supporting other colleagues’ needs in other departments or sister properties based on the hotel priorities and anticipated business levels.

To be always available during peak periods.

To be able to carry out all functions of a GSA, bell captain and attendant whenever required.

To be conversant and fully knowledgeable of OPERA system as per the scope of work.

To liaise with rooms reservation with regards to immigration issues for the guest (e.g. visas).

To be aware of the policies and procedures concerning fire, emergency evacuation, accidents, bomb threats, law and order situations.

To be fully aware and conversant of Accor spirit, values and goals and is responsible to integrate them in the day to day operation.

To establish a rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on front office service.

To meet, greet and escort all guests to their rooms upon check-in to the hotel.

To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests.

To maintain regular contact with long stay and suite guests so as to ensure their stay is an enjoyable one, report guests feedback to immediate supervisor.

To ensure that the guests are offered the highest level of personalized service at all times.

To actively participate in administrating the guest recognition and guest retention programs, in liaison with front office manager.

Never say no to the guest without offering an alternative solution.

To be demanding and critical when it comes to service standards.

To ensure that the team projects a warm, professional and welcoming image.

To constantly strive to assist all guests that she or he may come in contact with during her or his work hours.

To ensure that all services in the front office are always available and are carried out with utmost efficiency and courtesy as per the departmental operations manual.

Qualifications

• Bachelor degree.
• German, French or Polish speaker.
• Microsoft Office skills.
• Hotels experience.