Guest Relation Officer
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Key skills for this role
About the Role
Vintage Grand Hotel is seeking a Guest Relation Officer to welcome guests, handle complaints, oversee VIP arrivals, and provide excellent customer service. The role requires 1 year of hotel experience, strong organizational skills, and fluency in English and Arabic.
Key Skills for This Role
Responsibilities
- Welcome guests during check in and give a fond farewell to guest while checkout
- Handling guest complaints and concerns in an efficient and timely manner
- Overseeing VIP guests, arrivals and departures
- Ensure all VIP welcome packets are properly prepared and VIP rooms are assigned and checked prior to arrival
- Issue amenity forms to Room Service and ensure amenities delivered with GM welcome card prior to VIP arrival
- Daily in house guests' birthday and other amenities arrangement
- Provide detailed information about the Hotel, city and competition
- Maintain up to date information on daily room occupancy, rates, promotions, offers and packages
- Cross sell hotel outlets and maximize hotel revenue
- Coordinate with housekeeping for clearing of rooms
- Collect guest feedback during departure and record likes and dislikes on profile
- Give courtesy calls and complete call log for Performance Monitor daily
Requirements
- Hotel: 1 year (Required)
- Arabic (Required)
- Good command of the English language is essential, both written and verbal
- Must possess strong organization time management skills, attention to detail
- Must be guest service focused and a team player
- Positive attitude and outgoing personality is essential
- Must be able to work shifts days, evenings, weekends and holidays
Full Job Posting
Duties & Responsibilities
- Ensure all relevant SOP’s are adhered to, to ensure consistent levels of services are maintained at all times.
- Welcome guests during check in and giving a fond farewell to guest while checkout.
- Handling guest complaints and concerns in an efficient and timely manner.
- Overseeing VIP guests, arrivals and departures.
- Ensure all VIP welcome packets are properly prepared according to the hotel's standard and VIP rooms are assigned and checked prior to the VIP's arrival per personalized request.
- Issue the amenity forms to Room Service and ensure the amenities were delivered to room together with GM welcome card prior to the VIP's arrival.
- Daily in house guests' birthday and other amenities arrangement.
- Should possess detailed information about the Hotel, city as well as the competition.
- Detailed information regarding arrivals and room requirements.
- Have up to date information on daily room occupancy
- Providing excellent customer service as per hotel standards.
- Greeting guests as they enter and exit the hotel.
Requirements
- Good command of the English language is essential, both written and verbal
- Must possess strong organization time management skills, attention to detail.
- Must be guest service focused and a team player.
- Positive attitude and outgoing personality is essential.
- Must be able to work shifts days, evenings, weekends and holidays.
- Ability to relate well to Hotel guests and employees.
- Professional in demeanor and presentation.
- Personable, enthusiastic, self motivated and able to work independently.
- Observant, discriminating and detail oriented
- Ability to understand and carry out oral and written instructions and request clarification when needed.
- Strong interpersonal and organizational skills.
- Keep track and improve all Travel Site’s scores.
Compensation
- Pay: From AED2,000.00 per month
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