Guest Relations Executive
Guest Relations Executive
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Job Description
As a Guest Relations Executive youll be at the very heart of our hotel responsible for delivering exceptional personalised service ensuring each guest feels valued cared for and leaves with a lasting positive impression of their stay.
What you will do
- Prepare arrivals for VIP guests to ensure they have a smooth and memorable stay
- Set up decorations in the room when guests are coming for a special occasion
- Communicate any special requests to the relevant departments in a timely manner
- Liaise with all departments to ensure all guests requests are taken care off
- Follow Sofitel LQA and Forbes standards and ensures vision is maintained at all times
- Be aware of activities taking place in the hotel and is familiar with daily functions and guest arrivals
- Meet greet and connect with guests in the lobby
- Escort most of our guests to their rooms
Administration
- Google guests and send VIP pictures to all departments
- Be responsible for updating and maintaining guest history files
- Respond to all guest correspondence in a timely manner
- Ensure all comments in guest discrepancy are logged in the guest history
- Send an email to first time guests as a precontact
- Complete the daily task list and handover accordingly.
- Ensure the stock levels of VIP amenities are adequate and stock recorded
- Answer guests emails and calls in a professional and timely manner
- Follow logging procedures guest issues engineering issues etc.
Financial and Revenue Responsibilities
- Promote the hotel outlets and facilities first and foremost at all times.
- Actively encourage guests to join the membership of an Accor Loyalty Scheme
We expect that you
- Acknowledge and greet all guests even if you cannot assist them immediately.
- Build and maintain relationships with regular guests.
- Work flexible hours when needed
Qualifications :
Previous experience in a Luxury hotel in a position that was in contact with guests
Possess great telephone manners.
Be a team player who is an avid learner adaptable and has exceptional interpersonal skills
Excellent communication skills both written and spoken
Strong customer care skills with excellent attention to detail
A high standard of personal presentation with confident professional and welcoming personality
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
