German Speaker Guest Relations Agent

AccorHotel; Abu Dhabi; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player in hospitality is seeking a dedicated Guest Relations Officer to enhance the experience of VIP guests. This role involves preparing for VIP arrivals, managing check-ins and check-outs, and ensuring exceptional service standards. The ideal candidate will possess a degree in Hotel Management or relevant experience in a luxury hotel environment. Join a dynamic team where your contributions will directly impact guest satisfaction and operational excellence. If you are passionate about hospitality and enjoy working in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• University Degree in Hotel Management or 1 year experience in a similar role.
• Strong guest relations and communication skills are essential.

Responsibilities

• Prepare for daily VIP arrivals and ensure guest satisfaction.
• Handle check-in/out processes and resolve guest complaints efficiently.
• Maintain cleanliness and organization in the front office area.

Skills

Guest Relations

Cashiering Duties

Complaint Resolution

Communication Skills

Education

Bachelor of Hotel Management

Job description

Bachelor of Hotel Management (Hotel Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

MAIN DUTIES AND RESPONSIBILITIES:

1. Prepare for daily VIP arrivals in terms of room allocation, amenities, and special requests of guests.
2. Keep Mis-en-place ready for VIP arrival (Reg.-cards, room keys, welcome drink).
3. Register and process check in/out for all VIP guests efficiently and professionally.
4. Escort VIP guests to their rooms.
5. Update guest information into the computer after a complete check in.
6. Accountable for cashiering duties, foreign exchange transactions, night audits tasks, and settlement upon guests' departure.
7. Handle walk-in counter reservations at all times and process call-in reservations when the room reservations section is closed.
8. Provide friendly and courteous service to guests and respond promptly to all requests and inquiries at all times.
9. Resolve guests' complaints/requests and liaise with the department concerned to ensure immediate follow-up.
10. Handle issuance of guest room key cards and ensure effective control for guest security.
11. Ensure that all messages, mails, and packages are delivered to the guest room.
12. Assist at the Information counter, Foreign Exchange, and Business center, as and when assigned.
13. Have knowledge of the hotel rate codes, packages, segmentation, discounts, and how to handle each.
14. Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled efficiently & courteous.
15. Follow up with Bell desk regarding shuttle bus.
16. Daily courteous calls to VIP rooms, so too with other guests.
17. Report any unusual occurrences or requests to the manager.
18. Be aware of the hotel accident Prevention Policies.
19. Ensure the cleanliness and neatness of the front office area.
20. Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day.
21. Re-announce VIP rooms to Housekeeping and F&B departments.
22. Check if all departure details for the day have been taken, as well as for the next day.
23. Arrange for bouquets, cake, and cards in case of guests' anniversaries and birthdays.
24. Check VIP rooms after amenities are placed.
25. Coordinate with the lobby manager regarding arrival & departure transport arrangements for the day.
26. File daily guest relations report and documents systematically.
27. At the end of the shift or the day, communicate all information that the next shift has to know for a well-running of the operations.
28. Coordinate and inform with the Front Office, Housekeeping, F&B, and especially with the General Manager regarding MIPs and VIPs.
29. Review Guest Comments daily and contact if necessary and possible with the guest for direct action.
30. 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, inform General Manager where necessary.

Desired Candidate Profile

Qualifications

University Degree in Hotel Management, fresher or a minimum of 1 year experience in a similar role in a 5-star hotel.