Guest Relations Agent

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QUALIFICATIONS AND JOB DESCRIPTION

GUEST RELATIONS AGENT

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

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 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 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
  
• Participate in regular meetings for all Guest Relations team members and Butlers staff to facilitate communications and smooth operations
  
• Adhere to OH&S policies and procedures
  
• Performs related duties and special projects assigned

PERSONAL ATTRIBUTES

• Strong written and verbal communication skills in English
• 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 five-star hotel