Guest Relations Agent

Accor Hotels; Makkah Region; On-site; SAR 30,000 - 50,000; Full time

Job summary

A leading company in luxury hospitality is seeking a VIP Guest Coordinator to ensure exceptional service to VIP guests. Responsibilities include managing arrivals, processing check-ins, handling complaints, and coordinating with departments to provide a memorable experience. Ideal candidates will possess strong communication skills and a background in customer service. This role offers opportunities to thrive in a prestigious environment, ensuring the highest standards of guest satisfaction.

Qualifications

• Experience in customer service roles required.
• Knowledge of hotel operations and guest relations.
• Ability to manage multiple tasks efficiently.

Responsibilities

• Prepare for and manage VIP arrivals and check-ins promptly.
• Handle guest complaints with a focus on resolution.
• Coordinate with various hotel departments for seamless service.

Skills

Customer Service

Communication

Problem Solving

Attention to Detail

Time Management

Education

High School Diploma

Hospitality Management Degree

Job description

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, 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 offers a unique experience inspired by local culture, global influences, and Turkish heritage, all within an environment of unparalleled luxury.

Job Description

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

Keep Mis-en-place ready for VIP arrivals (reg.-cards, room keys, welcome drinks).

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 check-in.

Handle cashiering duties, foreign exchange transactions, night audits, and settlement upon guests’ departure.

Manage walk-in reservations and process call-in reservations when the 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 relevant departments for immediate follow-up.

Handle issuance of guest room key cards and ensure effective control for guest security.

Ensure all messages, mails, and packages are delivered to guest rooms.

Assist at the Information counter, Foreign Exchange, and Business Centre as assigned.

Have knowledge of hotel rate codes, packages, segmentation, discounts, and handling procedures.

Maintain contact with hotel guests to ensure issues are handled efficiently and courteously.

Follow up with Bell Desk regarding shuttle bus services.

Make daily courteous calls to VIP rooms and other guests.

Report any unusual occurrences or requests to the manager.

Be aware of hotel accident prevention policies.

Ensure the cleanliness and neatness of the front office area.

Review logbooks, verify outstanding issues, and follow up on pending matters. Identify any special assignments for the day.

Check hotel occupancy, functions, groups, and VIP arrivals.

Re-announce VIP rooms to Housekeeping and F&B departments.

Ensure all departure details are completed for the day and upcoming days.

Arrange for bouquets, cakes, and cards for guest anniversaries and birthdays.

Check VIP rooms after amenities are placed.

Coordinate with the lobby manager regarding arrival and departure transport arrangements.

File daily guest relations reports and documents systematically.

Communicate all relevant information to the next shift for smooth operations.

Coordinate with Front Office, Housekeeping, F&B, and the General Manager regarding MIPs and VIPs.

Review guest comments daily and contact guests if necessary for direct action.

Handle all guest complaints concerning the Front Office in coordination with the Front Office Manager, taking corrective actions to prevent recurrence and encourage repeat business. Coordinate proper actions with other departments and inform the General Manager where necessary.