Job Position: Guest Relations Agent – German Speaking
Job Description: Rixos Bab Al Bahr – Ras al-Khaimah – Main Duties & Responsibilities Ensures that brochure racks are constantly filled with brochures, tariff rates and leaflets of the hotel. Greet and welcome all guests and offer assistance. Greet, welcome, and escort all VIP’s in their rooms. Perform Concierge duties such as flight reconfirmation, revalidation, booking and rebooking if neccassary Handles guest complaints, queries and comments swiftly and professionally. Conducts showrooms for prospective clients. Ensures overall cleanliness and orderliness of the lobby Answer the phone within 3 rings Ensure that the caller has ended the call before you hang up your phone Open the door for the guests and let him/her in first Approach the guests with a genuine smile Ensure you are well groomed: uniforms must be neat and well pressed, name tag worn on the left side, black heeled shoes for ladies, neat and professional looking hair style Ensure you have a notepad and pen with you When any additional VIP booking is found, please match the VIP code and complete the profile notes. Be sure to indicate specific information including date (dd/mm/yy), special occasions, and so on. Additional requests include: last minute booking, apology amenity, additional request from Executive Office Amenity for the VIP level/ Specials field/ Profile notes/Trace, you can identify guests celebrating special occasion, such as wedding anniversary, honeymoon or birthday Courtesy calls are to be conducted, if the guest is staying a minimum of 2 nights. Organize the feedback and update it into the “Guest Feedback Report” and the profile notes in the Fidelio Suite 8 system If guests complain about issues that you are not empowered to address, inform Guest Relations Manager, Front Desk Manager or the Manager on Duty The feedback must have complete details of the complaint or suggestions from the guest and the action taken Conducting In-room Check-in (Ask the guest to sign the RC & ask to fill out the contact information section…see more details
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