Guest Relations Agent
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Key skills for this role
About the Role
Ensure guest satisfaction through personalized service, manage VIP relations, handle complaints, and maintain guest history while promoting hotel facilities.
Key Skills for This Role
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 VIPs receive special recognition and service
- Meet and greet VIP guests personally
- Liaise closely with Concierge, Butler and Sofitel Club for hotel events, restaurant promotions, limousine requirements and special VIP requests
- Prepare compendiums prior guest arrival and check into system if necessary
- Maintain close contact with Airport 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
Requirements
- Experience in guest relations or hospitality
- Excellent communication and interpersonal skills
- Ability to handle guest complaints and resolve issues
- Attention to detail and personal recognition
Full Job Posting
Key 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 VIPs receive special recognition and service.
- Meet and greet VIP guests personally.
- Liaise closely with Concierge, Butler and Sofitel Club 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 Airport 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.
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