Front Desk Agent/Guest Relation Agent

Job-Room; Zermatt; Vor Ort; CHF 50.000 - 75.000; Vollzeit

Zusammenfassung

Job-Room in Switzerland is seeking a hospitality professional to welcome guests on arrival, assist during their stay, and support departure. You will build positive relationships, anticipate needs, and ensure personalized attention for Kristall Club, VIP guests, repeat guests, and special occasions.

You will handle courtesy calls, manage guest requests and complaints with professionalism, promote hotel services including F&B outlets, spa treatments, and concierge experiences, coordinate with

Aufgaben

• Welcome guests on arrival, during their stay, and at departure.
• Build positive relationships and anticipate guest needs.
• Ensure Kristall Club, VIP guests, repeater guests, and special occasions receive personalized attention before, during and after their stay.
• Conduct courtesy calls and follow-ups to ensure guest satisfaction during their stay.
• Act as the primary point of contact for guest requests, inquiries, and concerns, while proactively promoting and cross-selling the hotel's facilities and services, including F&B outlets, Spa treatments, and Concierge experiences.
• Coordinate guest preferences and special requests with relevant departments.
• Handle guest complaints promptly, professionally, and effectively, ensuring appropriate follow-up.
• Maintain accurate guest profiles and preference records.
• Provide information regarding hotel facilities, services, events, transportation, and local attractions.
• Monitor and dispatch guest requests through the hotel's communication and task management systems.
• Promote hotel services and facilities whenever appropriate to enhance the guest experience.

Jobbeschreibung

• Welcome and assist guests upon arrival, during their stay, and at departure.
• Build positive relationships with guests and anticipate their needs.
• Ensure Kristall Club, VIP guests, repeater guests, and special occasions receive personalized attention before, during and after their stay.
• Conduct courtesy calls and follow-ups to ensure guest satisfaction during their stay.
• Act as the primary point of contact for guest requests, inquiries, and concerns, while proactively promoting and cross-selling the hotel's facilities and services, including F&B outlets, Spa treatments, and Concierge experiences.
• Coordinate guest preferences and special requests with relevant departments.
• Handle guest complaints promptly, professionally, and effectively, ensuring appropriate follow-up.
• Coordinate service recovery actions based on guest complains.
• Maintain accurate guest profiles and preference records.
• Conduct regular lobby presence and guest engagement activities to proactively identify guest needs.
• Respond to guest feedback across online review platforms and internal guest satisfaction channels.
• Participate in weekly operational meetings to maintain thorough knowledge of upcoming arrivals, VIP guests, special requests, and key guest information.
• Compliance with LQA standards at all times.
• Answer and manage all incoming and outgoing calls in a professional, courteous, and timely manner.
• Transfer calls accurately to the appropriate department or team member.
• Handle guest requests and inquiries, ensuring prompt follow-up and resolution.
• Take and relay messages accurately and efficiently.
• Coordinate communication between guests and hotel departments to ensure seamless service delivery.
• Provide information regarding hotel facilities, services, events, transportation, and local attractions.
• Monitor and dispatch guest requests through the hotel's communication and task management systems.
• Promote hotel services and facilities whenever appropriate to enhance the guest experience.
• Conduct pre-arrival calls to upcoming guests to confirm arrival details, transportation arrangements, special requests, and preferences.
• Conduct pre-departure calls to in-house guests to verify departure arrangements, transportation needs, and overall satisfaction with their stay.
• Review and follow up on the daily Due Out list, ensuring departing guests have all necessary information regarding transportation, billing, luggage assistance, and departure procedures.