Guest Relations Agent
il y a 1 mois
Company Description:
The Rixos Gulf Hotel Doha is a luxurious 5-star hotel that offers a unique lifestyle and exceptional services. As a Guest Relations Agent, you will be part of a motivated and vibrant team that provides warm hospitality, entertainment programs, and all-inclusive food and beverage concepts.
Job Description:
Main Responsibilities:- Prepare for daily VIP arrivals, including room allocation, amenities, and special requests.
- Achieve a quality audit result of 95% and above through consistent documented training.
- Keep VIP folders ready for VIP arrivals and all-inclusive arrivals.
- Assist and process check-in and check-out for VIP guests efficiently and professionally.
- Escort guests to their rooms and conduct room orientation.
- Update guest information into the computer after a complete check-in.
- Provide friendly and courteous service to guests and respond promptly to all requests and inquiries.
- Resolve guest complaints and requests, and liaise with the department concerned to ensure immediate follow-up.
- Achieve the highest guest satisfaction measured by the TRUST YOU platform.
- Handle the 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 and business center as and when assigned.
- Have knowledge of the hotel rate codes, packages, segmentation, discounts, and how to handle each.
- Maintain continuous contact with hotel guests to ensure that any problem or complaint is handled efficiently and courteously.
- Follow up with the bell desk regarding shuttle bus arrangements.
- Make daily courteous calls to guests in-house.
- Report any unusual occurrences or requests to the manager.
- Be aware of the hotel's accident prevention policies.
- Ensure the cleanliness and neatness of the front office area.
- Review the log book, verify outstanding, and follow up on pending tasks.
- Identify any special assignments for the day, check hotel situation, occupancy, functions, groups, and VIPs.
- Re-announce VIP rooms to the housekeeping and F&B departments.
- Check if all departure details for the day have been taken, as well as for the next day.
- Arrange for bouquets, cake, and cards in case of guest anniversaries and birthdays.
- Inspect VIP rooms after amenities are placed.
- Coordinate with the related team regarding arrival and departure transport arrangements for the day.
- File daily guest relations reports and documents systematically.
- Communicate all information to the next shift for a well-running operation.
- Follow up on traces requests/notes related to the Guest Relations Department and update them accordingly.
- Achieve the highest profitability through generating revenues and applying proper cost management.
- Be punctual on duty.
- Be well-groomed to the standards laid down.
- Comply with all hotel rules and regulations as outlined in the handbook and be aware of company disciplinary and grievance procedures.
- Create an environment that promotes employee morale and encourages the team to have pride in their department with a high level of commitment.
- Promote a helpful and professional image to the customer and give full cooperation to any customer requiring assistance with a prompt, caring, and helpful attitude.
- Anticipate the needs of the customer whenever possible to enhance quality service and customer satisfaction.
- Give full cooperation to any colleague requiring assistance in a prompt, caring, and helpful manner.
- Be flexible in assisting in other areas of the hotel in response to business and customer needs.
- Ensure oneself is thoroughly familiar with the hotel's emergency procedures and be in a state of preparedness for any emergency that may occur.
- Be familiar with all related company documentation and especially with the relevant operational standards for the field of responsibility.
- Encourage and participate in Corporate Social Responsibility (CSR) activities.
- Perform other duties as assigned.
- Assist in Task Force Teams for new openings.
- Carry out any other reasonable task as requested.
Qualifications:
University degree in Hotel Management, fresher or a minimum of 1 year experience in a similar role in a 5-star hotel.
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