Guest Relations Agent

Job description

Company Description

Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

Job Description

·  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 gussets 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 sand 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.
·  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.
·  To arrange for bouquets, cake and cards in case of guest’s anniversary and birthdays.
·  Check VIP rooms after amenities are placed.
·  Coordinate with the lobby manager regards arrival & departure transport arrangements for the day.
·  File daily guest relations report and documents systematically.
·  At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.
·  Co-ordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
·  Reviews Guest Comments daily and takes contact if necessary and possible with the guest for direct action.
·  To effectively handle all guest complaints concerning the Front Office in co-ordination with the Front Office Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Co-ordinate proper actions with other departments, informs General Manager where necessary.

Qualifications

University Degree in Hotel Management , fresher or a minimum of 1 year experience in a similar role in a 5 star hotel.

Additional Information