Guest Relations Agent

Saudi Arabia

Ref: RP714-24899

Job description / Role

Job Type
Full Time

Job Location
Saudi Arabia

Nationality
Any Nationality

Salary
Not Specified

Gender
Not Specified

Arabic Fluency
Not Specified

Job Function
Customer Service

Company Industry
Travel, Hotel & Tourism

Company description

Established in 2000 in Turkey, Rixos pioneers the "all inclusive, all exclusive" concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports and fitness activities, sensorial spa and wellness journeys, and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

Job description

Prepare for daily VIP arrivals in terms of room allocation, amenities, and special requests of guests.

Keep mise-en-place ready for VIP arrival (registration cards, room keys, welcome drink).

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 any special assignments for the day.

Check hotel situation, occupancy, functions, groups, and VIPs.

Re-announce VIP rooms to housekeeping and food and 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 guests' 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 day, communicate all necessary information to the next shift to ensure smooth operation.

Coordinate and share information with the front office, housekeeping, food and 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, entry-level or a minimum of 1 year experience in a similar role in a 5-star hotel.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels' more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.

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