Guest Relations Agent

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. Code: RHDXB-HR-JD-FO-0012 Publication date : 01.07.2012 Revision Date : 12 June 2019 Revision No : 2 Page No : 3/5 JOB DESCRIPTION: GUEST RELATIONS AGENT Rixos Hotels PREPARED BY CONTROLLED BY APPROVED BY HOTEL IMPLEMENTATION CONSENT

· 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.

Language Required: Russian, German

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