Guest Relations Agent

Job Description

Main Duties:

• Be present on time for the shift , ensure being on the standard presentable image of the hotel ( Hair style , uniform & grooming )
• Guest Relation agent has a list of VIP arrival, she is present in the hotel entrance to welcome all the guest entering the hotel and escort them as per their VIP level.
• Check the lobby area in regards to “cleanliness, light, ashtray, brochures “, take on spot necessary action.
• Follow up on the last day operation: VIP guest didn’t show up, any case to follow up. Take the necessary actions on any pending actions.
• Make sure that the VIP arrivals for the day are prepared: room assignment as per guest request, transportation & amenities.
• Inspect the VIP rooms in regards to cleanliness, maintenance & amenities; ensure that the standard is respected.
• Check the birthday & honey mooner expected for the day and sent the birthday cake with personalized card of the GM.
• Guest contact: be available in the lobby at the guests, distribute guest comments, up-sell A-Club card member ship, and get feedback from the guests.
• Follow up on the long staying guest requests: give them a courtesy call & send them amenities as per their request.
• Prepare the TOP VIP’s C-Out:
  • Make sure that the bills are revised.
  • Contact the guest for departure arrangements: transportation, packing, late C-Out.
• To be present in the lobby to escort VIP guest to the exit of the hotel upon check-out.
• Lobby from day time tonight time: Lighting the lobby candles and switch on the light according to the standard.

Qualifications

• Passion for guest service.
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Previous experience as a Butler is a must
• Fluency in English, and at least one additional language
• Must have the ability to handle a multitude of tasks and Guest requests.
• Knowledge of Micros-Fidelio Property Management System an asset.
• Ability to work independently and prioritize responsibilities.
• Experience with a Hotel loyalty program an asset.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).

Additional Information

Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.