Guest Relations Agent

KEY ROLES & RESPONSIBILITIES

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure

• Ensure all members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service

• Meet and greet VIP guests personally

• Liaise closely with Concierge and Butler for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.

• Prepare compendiums prior guest arrival and check-into system if necessary

• Maintain close contact with Airport Concierge for new arrivals and departures

• Update and maintain repeat guest history system

• Promote Inter-Hotel sales and in-house facilities

• Send prepared welcome cards and amenities to room prior to guest arrival

• Attend to special requests by guests

• Handle guest complaints and refer them as necessary, follow up on corrective action

• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests

• Prepare requisitions for amenities on a timely basis

• Performs related duties and special projects assigned

PERSONAL ATTRIBUTES

• Strong written and verbal communication skills in English

• Additional foreign language is preferred ( Russian, Turkish, Arabic).

• Able to develop rapport with colleagues and management staff

• Ability to work cohesively with co-workers as part of a multi-cultural team

• Ability to focus attention on guest needs, remaining calm and courteous at all times

• Ability to promote positive relations with guests and patrons

• Able to exercise good judgment with difficult guests

QUALIFICATIONS

• Degree from School for Tourism & Hotel Management

EXPERIENCE

• Minimum 2 years Guest Relations experience preferably in a four or five-star hotel