Guest Relations Agent
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Key skills for this role
About the Role
AccorHotel is seeking a Guest Relations Agent to prepare for VIP arrivals, register and check in/out guests, handle cashiering and foreign exchange, and resolve guest complaints. The role requires excellent customer service skills and knowledge of hotel operations.
Key Skills for This Role
Responsibilities
- Prepare for daily VIP arrivals including room allocation, amenities, and special requests
- Register and process check in/out for all VIP guests efficiently and professionally
- Handle cashiering duties, foreign exchange transactions, night audit tasks, and settlement upon guest departure
- Resolve guest complaints and liaise with concerned departments for follow up
Requirements
- Experience in guest relations or front office in a hotel
- Knowledge of hotel rate codes, packages, and segmentation
- Ability to handle cashiering and foreign exchange transactions
Full Job Posting
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 guests 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 and 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.
Requirements
- 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.
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