Guest Relations Agent

Job description

Company Description

Rixos Hotels, with 25 years of experience in the tourism sector, continues to grow worldwide as a Turkish brand with new investments, driven by a management model based on dynamic, flexible, and proactive strategies. Currently, we operate 43 different hotels, theme parks, and special projects across 3 continents and 8 countries.

In Turkey, we provide services to our guests in various concepts with a talented workforce of approximately 8,000 people in the Antalya, Muğla, and Istanbul regions.

We are seeking a valuable team member for the position of “ Guest Relations Agent" to be considered at Rixos Tersane İstanbul.

 

Job Description

·  Guest Relations Agent to provide high-quality service to our hotel guests. Address complaints and go the extra mile to make sure our guests are satisfied,
·  Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities,
·  Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem,
·  Follow up with guests to ensure their requests or problems have been met to their satisfaction,
·  Receive, record, and relay messages accurately, completely, and legibly. Respond to special requests from guests with unique needs,
·  Communicate VIP arrivals to designated personnel for escort and delivery of amenities,
·  Review arrival lists to welcome guests,
·  Attend to special guests (e.g. VIPs) and answer their inquiries,
·  Help prepare welcome folders with collateral (e.g. room service menus, area descriptions),
·  Provide information about amenities, area and venues and promote services,
·  Anticipate guest needs and build guest loyalty,
·  Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages),
·  Address customer complaints and escalate to Guest Relations Manager when needed,
·  Record information in the logbook daily,
·  Ensure compliance with health and quality standards.

Qualifications

·  Diploma degree in related field,
·  Experience in a similar position,
·  Excellent reading, writing and oral proficiency in English Language,
·  Ability to work within a team,
·  Ability to focus attention on guest needs, remaining calm and courteous at all times.