Guest Relations Agent

Company description

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job description

Prepare for daily VIP arrivals in terms of room allocation, amenities and special requests of guests.
Keep mis-en-place ready for VIP arrival (registration cards, room keys, welcome drink).
Register and process check-in/out for all VIP 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 audit tasks and settlement upon guests’ departure.
Handle walk-in counter reservations at all times and process call-in reservations when the room reservations section is closed.
Provide friendly and courteous service to guests and respond promptly to all requests and inquiries at all times.
Resolve guest complaints and requests and liaise with the department concerned to ensure immediate 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, packages, segmentation, discounts and how to handle each.
Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled efficiently and courteously.
Follow up with bell desk regarding shuttle bus.
Make daily courteous calls to VIP rooms, as well as to other guests.
Report any unusual occurrences or requests to the manager.
Be aware of the hotel accident prevention policies.
Ensure the cleanliness and neatness of the front office area.
Review log book, verify outstanding items and follow up on pending issues. Identify if any special assignments for the day.
Check hotel situation, occupancy, functions, groups, VIPs.
Re-announce VIP rooms to housekeeping and food & beverage departments.
Check if all departure details for the day have been taken, as well as for the next day.
Arrange for bouquets, cakes and cards in case of guest’s anniversaries and birthdays.
Check VIP rooms after amenities are placed.
Coordinate with the lobby manager regarding arrival and departure transport arrangements for the day.
File daily guest relations reports and documents systematically.
At the end of the shift or the day, communicate all information that the next shift needs to know for smooth running of operations.
Coordinate and share information with the front office, housekeeping, food & beverage and especially with the general manager regarding MIPs and VIPs.
Review guest comments daily and contact guests if necessary and possible for direct action.
Effectively handle all guest complaints concerning the front office in coordination with the front office manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Coordinate proper actions with other departments and inform the 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, preferably in the same role
• Excellent communication skills, empathy, patience, and courteous demeanor

Additional information

What is in it for you:

• Employee benefit card offering discounted rates at Accor worldwide
• Learning programs through our academies
• Opportunity to develop your talent and grow within your property and across the world
• Ability to make a difference through our corporate social responsibility activities, like Planet 21