Guest Relation Agent
Al Aziziyah Boutique Hotel (ex. Mövenpick Hotel Al Aziziyah)
Total des années d'expérience :15 years, 5 Mois
* meet and greet all guests upon arrival and departure;
* escort VIP guests to their allocated room and explain the facilities and room features;
* maintain regular contact with the guests;
* obtain guest feedback on their stay in the hotel. If complaints, takes immediate actions to remedy solutions;
* record daily activities and complaints in the guest relations logbook and informs the respective department heads for immediate actions;
* promote all our outlets and any special promotions going on;
* be thoroughly familiar with the hotel procedures and policy concerning reservations, room’s assignments, room charges and credit facilities;
* ensure that all the facilities are available to the guests;
* greet guests upon arrival and bids farewell upon departure;
* ensure that, whenever possible, guests receive personal recognition;
* inspect VIP room status and amenities in good order prior to guests’ arrival;
* maintain an active presence in the hotel lobby to greet and assist incoming guests;
* promote inter-hotel sales and in-house facilities and aware of banquet events, hotel facilities, F&B outlets, special promotions for the purpose of assisting guests and offering accurate information;
* assist and coordinate with Front Office reception to ensure consistent service;
* handle guest complaints immediately and follows up thoroughly;
* prepare and coordinate the distribution of guest amenities, welcome letters and fruit setups for VIPs
* welcoming guests to the hotel in a polite, friendly and helpful manner;
* dealing with late arrivals and assisting with early check-outs;
* check out departing guests using the hotel’s accounting system;
* taking payment from guests in the form of cash or credit cards;
* answering telephone inquiries promptly & professionally & transferring calls on;
* being a point of contact for guests should they have any queries;
* arranging for brief tours of the hotels rooms and facilities;
* operating switchboard and directing calls appropriately;
* dealing with and resolving customer complaints.
* checking function sheets;
* managing group bookings for conferencing, the restaurant and accommodation;
* keeping up to date on all hotel products, services, pricing & promotional offers;
* maximize sales revenues through up selling and marketing programs;
* ensuring all relevant paperwork has been completed in order for a smooth handover at the end of your shift.
* promoting and marketing the business, sometimes to new or niche markets;
* managing budgets and maintaining statistical/financial records;
* selling travel products and tour packages;
* sourcing products and destinations to meet consumer demands for bespoke travel and sustainable tourism;
* taking part in familiarization visits to new destinations in order to gain information on issues and amenities of interest to consumers;
* liaising with travel partners, including airlines and hotels, to manage bookings and schedules, often one year in advance;
* dealing with disciplinary matters, customer enquiries and aiming to exceed their expectations
* take reservations for dining rooms (transient and hotel guests) and gift certificates;
* meet and greet arriving guests and bid farewell to departing clients;
* communicate daily reservations to kitchen & bakeshop to cover culinary and dietary needs;
* providing each guest with the personal recognition and promoting all available hotel facilities;
* dealing with customer complaints, enquiries and aiming to exceed their expectations