Guest Relations Agent

ACCOR; Saudi Arabia; On-site; SAR 30,000 - 50,000; Full time

Job summary

A leading company in the hospitality sector is seeking a Guest Relations Agent to provide exceptional service to VIP guests. Responsibilities include preparing for arrivals, managing check-ins, and addressing guest inquiries. Ideal candidates will have a degree in Hotel Management and strong customer service skills, ensuring a memorable experience for all guests.

Qualifications

• University Degree in Hotel Management, with either no experience or at least 1 year in a similar role.

Responsibilities

• Preparing for daily VIP arrivals and ensuring Mis-en-place is ready.
• Registering and processing check-in/out for VIP guests efficiently.
• Handling guest complaints and coordinating with relevant departments.

Skills

Guest Relations

Customer Service

Education

University Degree in Hotel Management

Job description

Bachelor of Hotel Management (Hotel Management)

Nationality

Any Nationality

Vacancy

1 Vacancy

Job Description

Responsibilities include:

1. Preparing for daily VIP arrivals, including room allocation, amenities, and special requests.
2. Ensuring Mis-en-place is ready for VIP arrivals (e.g., registration cards, room keys, welcome drinks).
3. Registering and processing check-in/out for VIP guests efficiently and professionally.
4. Escorting VIP guests to their rooms.
5. Updating guest information into the system post check-in.
6. Handling cashiering duties, foreign exchange transactions, night audits, and reservations, including walk-in and call-in reservations.
7. Providing courteous service, responding promptly to requests and inquiries.
8. Resolving guest complaints and requests, liaising with relevant departments for follow-up.
9. Issuing guest room key cards and maintaining security controls.
10. Delivering messages, mails, and packages to guest rooms.
11. Assisting at the Information counter, Foreign Exchange, and Business Centre as assigned.
12. Knowledge of hotel rate codes, packages, segmentation, and discounts.
13. Maintaining contact with guests to handle problems or complaints efficiently and courteously.
14. Coordinating shuttle bus services with Bell desk.
15. Making courteous daily calls to VIP rooms and other guests.
16. Reporting unusual occurrences to the manager.
17. Adhering to hotel accident prevention policies.
18. Ensuring cleanliness and neatness of the front office area.
19. Reviewing log books, verifying outstanding issues, and following up on pending matters.
20. Announcing VIP rooms to Housekeeping and F&B departments.
21. Checking departure details and planning for the next day.
22. Arranging for special amenities like bouquets, cakes, and cards for anniversaries and birthdays.
23. Inspecting VIP rooms after amenities are placed.
24. Coordinating with the lobby manager for transportation arrangements.
25. Documenting daily guest relations reports systematically.
26. Communicating shift handover information for smooth operations.
27. Coordinating with Front Office, Housekeeping, F&B, and the General Manager regarding VIPs and MIPs.
28. Reviewing guest comments daily and contacting guests if necessary for feedback.
29. Handling guest complaints in coordination with the Front Office Manager, taking corrective actions, and preventing recurrence to ensure guest satisfaction and loyalty.

Qualifications

University Degree in Hotel Management, with either no experience (fresher) or at least 1 year of experience in a similar role at a 5-star hotel.

Company Industry

• Hotels
• Hospitality

Department / Functional Area

• Chefs
• F&B
• Front Desk

Keywords

• Guest Relations Agent

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