Guest Relations Agent

Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

 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.

University Degree in Hotel Management , fresher or a minimum of 1 year experience in a similar role in a 5 star hotel.