Guest Relations Agent

Fairmont Amman is offering a career opportunity for an energetic and experienced Guest Relations Agent.

What is in it for you?

• Employee benefit card offering discounted rates in 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

• Print out the Daily Call Log between 09:00-10:00am daily.
• Prepare letters to be signed by General Manager/ EAM or FOM.
• Notes, collects and actions on any guest's preferences. Update guest needs and requests in the guest profile.
• Assist and coordinate ensuring (repeat) guest’s needs, requests and personal preferences are met. Ensure proper recognition and preference delivery (amenities) for all repeat guests.
• Check the arrivals lists for the following day and same day to ensure that VIP’s have been correctly identified. Ensure that appropriate amenities have been ordered and delivered to the rooms of the VIP’s prior to arrival.
• Ensure daily Guest courtesy calls are being carried out and logged formally in the Front Office log or OPERA guest profile, assisting as necessary to carry out the calls and compile the reports
• Meet the required daily quota for Guest courtesy calls as established by management.
• Notes, collect and actions any guests preferences.
• To liaise with relevant departments regarding guests logistical requirements and amenities. (FOM/AFOM/Duty Manager- allocation of rooms, Housekeeping- amenities and special preferences, Room Service- amenities, and Concierge/Bell Service- luggage handling)
• Ensure clear communication between Concierge, Front Office, Executive Floor Lounge, Reservations staff and Duty Manager regarding the arrival of any VIP Guest
• Ensure proper hand over of information, and follow up at all times. Report daily activities in the logbook and attend daily operations briefings.
• Maintains good relationships with colleagues and contributes to team spirit.
• Conducts show around of the hotel when requested.
• Maintain a complete knowledge of:
• Hotels features/services, hours of operation.
• Hotels restaurant food concepts, menu price range, dress code and ambience.
• Hotels room types, numbers, names, amenities and location.
• All the Repeat Guest/ Special Guest programs and packages.
• All room rates, special packages and promotions.
• Co-ordinates and assists with VIP arrival room allocations, meeting, escorting and in-room check-in of VIP guests.
• Checks updated guest information and profile details of VIP arrival guests.
• Follow up traces, special needs and birthdays through OPERA.
• Checks VIP Departures and arrivals list for the following day noting any special details, ensuring billing details are correct, all requested allocation of rooms for VIP’s are appropriate
• Ensures availability of Guest Relations supplies at all times.
• Oversees and ensures proper maintenance of equipment in the area of assignment.
• Is familiar with all functions happening in the hotel and Royal Convention Centre, all expected arrivals particularly Le Club members, VIP’s, room blocks, random inspections of rooms, assigned show rooms, departures and see-offs of guests staying in house or attending a function.
• Check the lobby environment to ensure all areas are well maintained.
• Double check early arrival rooms is allocated to inspected rooms and follow accordingly to avoid having guests queuing at the desk.
• Keep abreast with local happenings and can provide accurate information and directions to guests.
• To make use of maps, information filed away and drawings as needed.
• Use the guests preferred language when possible.
• Provide assistance to foreign speaking callers and guests.
• Assists with proofreading and translation of Hotel collaterals, guest letters and critiques if known.
• Practices the guiding principles of AccorHotels in day-to-day interactions.
• Maintains the highest standard of professionalism, ethics and attitude towards clients and colleagues.
• Adheres to provisions outlined in the Team member Handbook, Disciplinary Code and Rules & Regulations.
• Adheres to set procedures for attendance and timekeeping.

• At least 1 year working experience in luxury hotel.
• Pleasant and cheerful attitude.
• Enthusiasm.
• Flexibility.
• Initiative.
• Fluent in oral and written English.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"