Guest Relations Agent

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

MAIN DUTIES AND RESPONSIBILITIES:

• Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests.
• Keep Mis-en-place ready for VIP arrival (Reg.-cards, room keys, welcome drink)
• Register and process check in/out for all VIPs guests efficiently and professionally.
• Escort VIP gussets to their rooms.
• Update guest information into the computer after a complete check in.
• Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon Guests’ departure.
• Handles walk in counter reservation at all times and process call in reservation when room reservations section is closed
• Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time
• Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up
• Handle 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, Foreign Exchange and Business centre, as and when assigned.
• Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.
• Maintain continuous contact with hotel  guest to ensure that any problem or complain are handle efficiently & courteously.
• Follow up with Bell desk regards shuttle Bus.
• Daily courteous calls to VIP rooms, so too with other guests.
• Report any unusual occurrences or requested to manager.
• Be aware of the hotel accident Prevention Policies.
• Ensure the cleanliness and neatness of front office area.
• Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day
• Check Hotel situation, occupancy, functions, groups, VIPs.
• Re-announce VIP rooms to Housekeeping and F&B departments.
• Check if all departure details for the day have been taken, as well as for the next day.
• To arrange for bouquets, cake and cards in case of guest’s anniversary and birthdays.
• Check VIP rooms after amenities are placed.
• Coordinate with the lobby manager regards arrival & departure transport arrangements for the day.
• File daily guest relations report and documents systematically.
• At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.
• Co-ordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
• Reviews Guest Comments daily and takes contact if necessary and possible with the guest for direct action.
• To effectively handle all guest complaints concerning the Front Office in co-ordination with the Front Office Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments, informs General Manager where necessary.

GENERAL/MISCELLANEOUS:

• To be punctual on duty and ensure the same of your employees.
• Be well groomed to the standards laid down. Insist on the same standard for your employees.
• To comply with all hotel rules and regulations as outlined in the handbook and to be aware of company disciplinary and grievance procedures.
• To create an environment which promotes employee morale and encourages the team to have pride in their department with a high level of commitment.
• To promote a helpful and professional image to the customer and give full cooperation to any customer requiring assistance with the prompt, caring and helpful attitude.
• To anticipate the needs of the customer whenever possible, to enhance quality service and in turn enhance customer satisfaction.
• To give full co-operation to any colleague requiring assistance in a prompt caring and helpful manner. To be flexible in assisting in other areas of the Hotel in response to the business and customer needs
• Ensures oneself is thoroughly familiar with the hotel’s emergency procedures and in a state of preparedness for any emergency which may occur.
• Maintains a monthly overview of vacation- and public holiday balance of all his/her staff and delivers a monthly consolidated summary to the Director of HR.
• Is familiar with all related company documentation and especially with the relevant Operational Standards for his/her field of responsibility.
• Other duties as assigned such as the Welcome Hostess Duty several times a week (for female GRA).

SPECIAL:

• Assist in Task Force Teams for new openings.
• Carry out any other reasonable task (which may not be stated here) as requested.

• University Degree in Hotel Management
• fresher or a minimum of 1 year experience in a similar role in a 5 star hotel
• Preferably a German or French Speaker

experience is an asset
Prior experience working with Opera or a related system
Fluency in English
additional languages are a plus
Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.