A Guest Relations Agent directly addresses the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience.
What will I be doing?
As Guest Relations Agent, you will directly address the needs of VIP Guests and inform other Team Members of VIP needs in order to ensure an exceptional Guest experience. A Guest Relations Agent is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
Meet, greet and direct Guests who enter the lobby area
Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
Manage, record and resolve promptly Guest or customer complaints
Ensure a very high level of customer service is constantly maintained for Reception, Lobby area
Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the Guest
Maintain good communication and work relationships in all hotel areas
Comply with hotel security, fire regulations and all health and safety legislation
Act in accordance with policies and procedures when working with front of house equipment and property management systems
Assist with other departments, as necessary
What are we looking for?
Guest Relations Agent serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:
A previous experience in the hospitality industry
A good oral and written communication skills in Arabic and English skills
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
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