Italian Guest Relations Agent

Company Description

The Novotel 5 stars resort located directly on the red sea with a beach area of 646m ; 268 rooms including 4 suites and 80 family rooms; 5 outlets and Spa, offers a wonderful experience that can cater perfectly for all tastes

Job Description

• To have a full working knowledge and capability to perform all duties and tasks in the assigned Place of Work to the standard set.
• To ensure that all VIP and Loyalty Program guest are being, met upon arrival and offered the best service standards within the ACCOR standards
• To provide courteous, professional, efficient and flexible service at all times, following the hotels Standards of Performance.
• To be fully conversant with all services, activities, facilities and F&B Promotions offered by the hotel and recommend to the guests.
• To have a thorough understanding and knowledge of all Rooms related services and products and the ability to up-sell alternatives.
• To be able to explain and show the guests all the facilities in the room.
• To perform opening and closing procedures established for the Place of Work as assigned.
• To attend to all guests who approach the Front Desk with a smile.

• To take care of all matters related to the arrival, stay & departure of VIP & Loyalty Program guests
• To handle guest complaint & tracking of complaints
• To liaise with company bookers, travel agents & tour operators and conducts hotel visits & site inspections
• To assist guest with flight reservations and confirmations, onward hotel reservations and all other travel/sightseeing related matters

• To liaise with all appropriate departments & outside companies before, during and after VIP & AHFG guest arrivals to ensure that such guests are receiving the best possible service from the hotel.
• To utilize the hotel's brand's quality & guest satisfaction assurance & recording tools at all times, analyze the results daily & take appropriate action, communicate/distribute the results monthly.
• To take care of all inquiries received by guests -> "One-Stop Shop" for guest related problems/enquiries.
• To be always present in the lobby & outside the hotel front and liaise with guests & visitors and actively try to anticipate guests' needs & solve potential problems before it starts to affect a guest's stay.
• To maintain guest profile by ensuring that guest history records are accurately maintained and all recurring guests are pre-registered, including input of guest questionnaires, response and comments in the system especially for long-staying guest, regular, VIP and AHFG guests. Update & communicate such information to the other F/O sections as well as to other hotel departments, if needed.
• To be well conversant of the local environment of the hotel: the city, culture, activities, exhibitions, shopping malls, and general information around the hotel.

• To liaise with all other departments for all Guest related matters.
• To be flexible in supporting other colleagues needs in other departments or sister properties based on the hotel priorities and anticipated business levels.
• To be always available during peak periods.
• To be able to carry out all functions of a GSA, Bell Captain & Attendant whenever required.
• To be conversant and fully knowledgeable of OPERA system as per the scope of work
• To liaise with Rooms Reservation with regards to immigration issues for the guest (e.g. visas)

• To be aware with the policies and procedures concerning fire, emergency evacuation, accidents, bomb threats, law and order situations.

• To be fully aware and conversant of Accor spirit, values and goals and is responsible to integrate them in the day to day operation.
• To establish a rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on Front Offices service.
• To meet, greet and escort all guests to their rooms upon check-in to the hotel.
• To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests.
• To maintain regular contact with long stay and suite guests so as to ensure their stay is an enjoyable one, report guests feedback to immediate supervisor.
• To ensure that the guests are offered the highest level of personalized service at all times.
• To actively participate in administrating the guest recognition and guest retention programs, in liaison with Front Office Manager.
• Never say no to the guest without offering an alternative solution.
• To be demanding and critical when it comes to service standards.
• To ensure that the team projects a warm, professional and welcoming image.
• To constantly strive to assist all guests that she/he may come in contact with during her/his work hours.
• To ensure that all services in the front office are always available and are carried out with utmost efficiency and courtesy as per the Departmental Operations Manual.

Qualifications

- Bachelor Degree.

- Italian Speaker.

- Microsoft Office Skills.

- Hotels Experience.