Guest Relations Agent

Victoria Golf Resort & Spa Managed by Accor

The property will be managed by Accor under white label while it undergoes a comprehensive property improvement plan. Upon completion, Victoria Golf Resort & Spa will be fully rebranded as a Fairmont property, its exceptional golf facilities and beautiful natural surroundings perfectly complementing the wider Fairmont Hotels & Resorts portfolio. Accor will ensure a seamless transition and integration of Fairmont’s signature brand markers, complemented by touches that celebrate the property’s local culture – positioning the hotel at the heart of the local community and destination.

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Summary of Responsabilities:

Reporting to the Front Office Manager, essential duties and responsibilities include, but are not limited to:

To ensure all VIP rooms meet the highest quality standards and include all requested amenities before VIP Guest arrival;

To serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on VIP Guest requirements;

To create an unforgettable impression by exceeding the expectations of the guests;

To be responsible to check and ensure  special room assignments and suite occupancies;

To welcome and fulfill the check-in process of VIP Guests, including serving as an escort to the VIP Guest room;

To manage the Guest Relations Desk in the hotel lobby;

To maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events;

To solve issues related to guests' requests in a sensitive and professional manner;

To check the guest arrival reports in advance of VIP Guest check-in and coordinate with Housekeeping and FO Supervisor Team on room allocations for VIP guests.

To ensure that guests are served in accordance with the standards of the Hotel and at the same time to develop the ability of the Hotel to bring profit within the framework of positive relations;

To ensure the satisfaction of the guests, to become an exemplary representative of the Hotel;

To ensure compliance with all Hotel service standards in relations with guests and hotel staff;

To provide direct service to guests by remembering their name;

To know and implement the company policies and procedures;

To monitor guest requests, making sure all standards are in order;

Enthusiastically promote the Hotel services to guests and persons visiting the hotel;

To serve guests enthusiastically and exceed their expectations;

To ensure that the hotel receives maximum income through sales programs;

To ensure healthy and reliable relations with guests;

To participate in internal meetings of the department, to present new ideas for further development of services;

Effective use of resources such as time and materials to achieve maximum results;

To establish and maintain positive relations with employees within the department and with employees in other departments, to be successful both in communication and in work;

Regularly participate in trainings and apply the acquired knowledge in their daily work;

To be sufficiently informed about the duties of the department and to help other employees of the department when appropriate;

To comply with hotel health and safety regulations, create safe working conditions, know all safety and emergency procedures;

Portuguese and English knowledge required

Conflict resolution experience;

Excellent personal presentation and communication skills;

Guest relations experience in the hotel, leisure, and/or entertainment sectors;

Proven ability to listen and respond to demanding Guest needs;

Ability to multi-task while maintaining a positive attitude when working with a VIP Guest;

Computer literate and able to navigate through Company systems;

A passion for delivering exceptional levels of Guest service;

Professional manner with an emphasis on hospitality and guest service;

Calm, efficient, and organized with great attention to detail.

Have excellent written and verbal communication skills and be able to build rapport with guests

Knowledge of Front Office systems (PMS Software) and Microsoft Windows programs;

Ability to work in a team

Willingness to continuously develop and learn

Our Values

Respect:

We value the needs, ideas, and individuality of others. We treat everyone with fairness and dignity.

Belonging:

We celebrate our differences. We support one another and always stand together.

Integrity:

We build trust through mutual respect and authenticity.

Empowerment:

We have the power to take initiative and anticipate moments that create unforgettable experiences.

Excellence:

We build genuine connections and cherish every opportunity to make those around us feel special.

Diversity and Inclusion

Committed to creating an inclusive environment where diverse talents thrive, we welcome candidates from all backgrounds to join our team.

Employee Benefits

Join our team and enjoy a range of exclusive colleague benefits, including complimentary upgrades, extended stays, discounted stays at Accor , Fairmont and Raffles properties, special discounts on dining and wellness services, and additional luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.