Guest Relations Agent - Russian Speaker
Posted on :
18-10-2024
Employer Active
1 Vacancy
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Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
18-10-2024
Job Description
- Closely deal with all requests problems and needs of guests staying at the hotel and find solutions to problems focusing on guest satisfaction.
- Listen attentively to guests to get an effective customeroriented perspective and handle complaints properly.
- Handle guest complaints and find solutions report any problems that take time to solve to his/her direct manager and followup on the matter.
- Greet guests that will checkin at the reception in coordination with the Front Office Department and if possible accompany the guests to their room and call them during the day to ask for any needs they may have.
- Make Guest Contacts during the day in an effort to identify the level of guest satisfaction and if any complaints suggestions and problems and find solutions to these.
- Write down any comments requests suggestions and complaints received from guests during the day and report together with their answers and actions.
- Ask guests to fill out a questionnaire during the day. Assess the results of the questionnaire. Translate them into English and email them to all of the department managers.
- Identify the special days of guests such as birthdays wedding anniversaries etc. make the necessary organisation together with the related departments and monitor the organisation.
- Work in coordination with all departments and ensure the flow of necessary information.
- Take all special orders from guests such as birthday cakes flowers etc. inform the necessary departments and ensure that the order is delivered to the guest.
- Ensure that requests for a babysitter plane or coach ticket restaurant reservation medication etc. placed by guests are met as soon as possible.
- Follow the VIP procedures and greet VIP guests and bid them farewell.
- Walk agency representatives and potential guests around the facility.
- Prepare written documents for activities to be announced to guests. Ensure that these documents are distributed to guest rooms with the help of the related departments.
- Handle guest requests for the A la Carte restaurants and fill out a reservation form for each A la Carte restaurant and inform the F&B Department.
- Observe the overall guest satisfaction during the activities and in the areas throughout the day and report to the Guest Relations Manager/Supervisor about the atmosphere.
- Have detailed knowledge of all physical features of the facility as well as all activities/services offered at the facility.
- Support hotel sales. Is authorised to sell charged services.
- Take part in the Emergency Response Teams.
- Keep any items that guests lose in the facility or forget in their room when checkingout. Deliver any lost and found to guests still at the hotel or send them by mail.
- Respond to guest inquiry forms and all written suggestions complaints etc.
- Provide guidance to guests for any diseases or health problems that guests may encounter and if necessary call a doctor and an ambulance. Monitor and report the incident to the Guest Relations Manager.
- Be open to all developments related to the profession. Closely keep track of the developments so as to contribute to finding solutions.
- Take part in training programmes and departmental internal communication meetings.
- Due to being in direct contact with guests must always look clean neat and fresh.
- To predict that all activities and to be purchased all equipment and belongings may create disease for the environment to join all activities which is organized to protect biological diversity and shares the responsibilities shares the individual responsibilities in order to increase environment knowledge and to carry on necessary trainings. To provide minimum consumption currently used all stuffs and equipment (paper printed out etc.).
- To implement necessary warnings and departmental trainings in order to save energy inside the facility. To carry on implementing decisions which were taken for saving energy. To predict effects of environment and efficiency of energy on purchased equipment.
- To implement his responsibilities in order to eliminate and collect waste in a proper way reduce environmental pollution and harmful effects to the environment and lead to staffs.
- Carry out all responsibilities related to the quality management and food safety management systems implemented at the facilities.
- Carry out all other duties assigned by managers and hotel management not specified in the job description.
Qualifications :
- At least a vocational high school certificate or a related field or equivalent experience.
- Proven experience in the same role within the hotel industry.
- Knowledge of hotel operations service standards and guest expectations.
- Effective communication and interpersonal abilities.
- Detailoriented and capable of managing multiple tasks and priorities.
- Flexibility to adapt to a dynamic and fastpaced environment.
- Fluency in verbal and written English is essential.
- Additional Russian language is a must Arabic will be an advantage.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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