Telecommunications Agent

Company description

With its stunning location at Sharm El Sheikh, Rixos Premium Seagate offers a luxurious retreat overlooking the shimmering Red Sea. The hotel offers an all-inclusive concept combining exceptional restaurants and bars, top-class entertainment venues that also provide a variety of dining experiences and superb wellness and sports facilities. Rixos Premium Seagate offers stylish rooms and suites with direct access to the private beach, and state-of-the-art conference and banquet venues.

A beautiful beach, delicious food with top-quality service, restaurants with luxurious buffets, pools, Rixy Club exclusively for children, and live entertainment all await your ultimate holiday experience.

Rixos Premium Seagate is located 18 km from Naama Bay, 25 km from the old market of Sharm El-Sheikh, and 9 km from Sharm El-Sheikh.

Job description

• Closely deal with all requests, problems, and needs of guests staying at Rixos Seagate Sharm Hotel and find solutions to problems, focusing on guest satisfaction.
• Listen attentively to guests to get an effective customer-oriented perspective and handle complaints properly.
• Handle guest complaints and find solutions. Report any problems that take time to solve to his/her immediate supervisor and follow up on the matter.
• Greet guests that will check in at the reception in coordination with the Front Office Department and, if possible, accompany the guests to their room and call them during the day to ask for any needs they may have.
• Make “Guest Contacts” during the day in an effort to identify the level of guest satisfaction and, if any, complaints, suggestions, and problems, and find solutions to these.
• Write down any comments, requests, suggestions, and complaints received from guests during the day into the “Through Our Guests’ Eyes” report together with their answers and actions.
• Ask guests to fill out a questionnaire during the day. Assess the results of the questionnaire, translate them into English, and email them to all department managers.
• Identify the special days of guests such as birthdays, wedding anniversaries, etc., make the necessary organisation together with the related departments, and monitor the organisation.
• Work in coordination with all departments and ensure the flow of necessary information.
• Take all special orders from guests such as birthday cakes, flowers, etc., inform the necessary departments, and ensure that the order is delivered to the guest.
• Ensure that requests for a babysitter, plane or coach ticket, restaurant reservation, medication, etc. placed by guests are met as soon as possible.
• Follow the VIP procedures and greet VIP guests and bid them farewell.
• Walk agency representatives and potential guests around the facility.
• Prepare written documents for activities to be announced to guests. Ensure that these documents are distributed to guest rooms with the help of the related departments.
• Handle guest requests for the à la carte restaurants and fill out a reservation form for each à la carte restaurant and inform the F&B Department.
• Observe the overall guest satisfaction during the activities and in the areas throughout the day and report to the Front Office Manager/Supervisor about the atmosphere.
• Have detailed knowledge of all physical features of the facility as well as all activities/services offered at the facility.
• Support hotel sales. Is authorised to sell charged services.
• Take part in the Emergency Response Teams.
• Keep any items that guests lose in the facility or forget in their room when checking out. Deliver any lost and found to guests still at the hotel or send them by mail.
• Respond to guest inquiry forms and all written suggestions, complaints, etc.
• Provide guidance to guests for any diseases or health problems that guests may encounter and, if necessary, call a doctor and an ambulance. Monitor and report the incident to the Front Office Manager/Guest Relations Manager/Duty Manager.
• Be open to all developments related to the profession. Closely keep track of developments to contribute to finding solutions.
• Take part in training programmes and departmental internal communication meetings.
• Due to being in direct contact with guests, must always look clean, neat, and fresh.
• Predict that all activities and all equipment and belongings purchased may affect the environment. Join all activities organized to protect biological diversity and share the responsibilities. Share individual responsibilities to increase environmental knowledge and carry out necessary trainings. Provide minimum consumption of currently used materials and equipment (paper, printed out, etc.).
• Implement necessary warnings and departmental trainings to save energy inside the facility. Continue implementing decisions taken for saving energy. Predict effects of environment and energy efficiency on purchased equipment.
• Implement responsibilities to eliminate and collect waste properly, reduce environmental pollution, and harmful effects to the environment.
• Carry out all responsibilities related to the quality management and food safety systems implemented at the facilities.
• Carry out all other duties assigned by managers and hotel management not specified in the job description.

Qualifications

• Education: At least a high school or vocational diploma.
• Experience: At least 2 years of experience in the industry.
• Foreign language: Proficiency in English to communicate with guests and understand the professional terminology related to the devices and equipment used and a good command of Arabic, German, French, or Russian.
• Courses and training: Prior attendance in seminars and trainings related to the job.
• Computer literacy: MS Office applications, Front Office programmes (Fidelio, Opera, etc.).
• Skills: Familiar with guest profiles based on experience. Instructs colleagues that are less experienced on how to address guests. Expected to use complex devices and equipment related to the job. Expected to possess technical knowledge about the methods, techniques, and processes related to the job. Expected to perform jobs that require experience in the field, concern more than one unit/process, and are similar in nature.