Guest Relations Agent

Ensure that established agreed time parameters in service are respected by all Guest Relations Agents and that service is professional, discreet and personalized at all times to all guests, team members and visitors

• To carry out all the activities falling under the Guest Relations Department as per established hotel standards and procedures.
• Greet VIP guests personally & insure that all VIPs receive a speedy, efficient check-in and check out.
• To ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• To ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
• Inspects all VIP rooms prior to arrival
• Oversee maintenance of efficient repeat guest history system
• Promote Inter-Hotel sales and in-house facilities
• Perform such functions as to include:
  • Priority Club and regular guest welcome letters
  • Solicitation of Priority Club applications
  • Attending to special requests by guests
  • Develop guest telephone contact systems
• Handling of direct inquiries relating to the organization of weddings/ anniversaries/ birthdays at the hotel or outside the hotel premises, from in-house guests
• Coordination of general arrangements (e.g. location set-up) for any special events/ functions (e.g. weddings) organized at the hotel or outside the hotel premises, with all HODs concerned; and act as liaison between the hotel, the guests and any outside parties involved e.g. the professional photographer   
• Personally greet client prior to the onset of the function and, if needed, is present throughout the function to assist. Periodically check with client to ensure satisfaction with the function and to respond to additional requests. Notifies client of departure when leaving event site.
• Follow-up with client after event including personal call to assure that all was satisfactory, that they were properly treated, and to thank them again.
• To monitor on a daily basis the GSTS under the supervision of the GRM and FOM
• Respect established/ agreed time parameters in service, and provide a professional, discreet and personalized service at all times to all guests (internal- hotel team member, & external) and visitors. Ensures guests’/ visitors’ satisfaction at all times
• To ensure that all operating equipments used under the Guest Relations Section are in good working conditions at all times, and report any damages to immediate superior
• Communicate with the Guest Relations Supervisor/ Guest Relations Manager on day-to-day matters through incident logbook.
• To keep accurate records of tasks and duties performed everyday, in the respective books.
• Carry out all the activities falling under the Guest Relations Section as per established hotel standards and procedures