Guest Relations Agent

We are seeking a Guest Relations Agent to join our team at AccorHotel in Dubai.

As a Guest Relations Agent, you will be responsible for providing exceptional service to our VIP guests, ensuring their stay with us is memorable and enjoyable.

Responsibilities:

• Prepare for daily VIP arrivals in terms of room allocation, amenities, and special requests
• 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
• Handle walk-in counter reservations 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
• Resolve guest complaints/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, package, segmentation, discounts, and how to handle each
• Maintain continuous contact with hotel guests to ensure that any problem or complaint is 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 logbook, verify outstanding, and follow up pending
• Identify if any special assignment for the day
• Check hotel situation, occupancy, functions, groups, VIPs
• Re-announce VIP rooms to Housekeeping and F&B departments
• Check if all departure details for the day have been taken, as well as for the next day
• Arrange for bouquets, cake, and cards in case of guest's anniversary and birthdays
• File daily guest relations report and documents systematically
• Coordinate and provide information with the Front Office, Housekeeping, F&B, and especially with the General Manager regarding MIPs and VIPs
• Review Guest Comments daily and take contact if necessary and possible with the guest for direct action
• Effectively handle all guest complaints concerning Guest Relations in coordination with the Guest Relations Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer

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

Benefits:

• 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