We are looking for an experienced Guest Relations Agent for a luxury hotel in Doha, Qatar.
Requirements
- Check-in/check-out hotel guests courteously and efficiently
- Process all payments according to established hotel requirements
- Provide information and assistance to all guests and visitors
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards
- Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day
- Maintain positive guest relations at all times
- Resolve guest complaints, ensuring guest satisfaction
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas
- Maintain complete knowledge of correct maintenance and use of equipment
- Use equipment only as intended
- Access all functions of computer system
- Set up work station with necessary supplies
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette
- Promote positive guest relations to all individuals approaching the Front Desk
- Process all guest check-ins
- Confirm reservation in system and review all noted information
- Assign guest room
- Advise guest of any messages, mail, faxes, etc. received for them
- Communicate services and amenities of the hotel to guests
- Obtain proper identification for tax exempt guests and attach form to registration card
- Assist with escorting guest and arranging/ transporting their luggage to the room
- Maintain guest history files on all guests
- Communicate VIP arrivals to designated personnel for escort and delivery of amenities
- Set up accurate accounts for each guest checking in according to their requirements
- Accommodate room changes
- Document all guest requests, complaints or problems
- Take, record and relay messages accurately, completely and legibly
- Accept and record wake-up call requests
- Issue safe deposit boxes to guests and ensure security of keys
- Distribute all guest and department mail
- Monitor, send and distribute guest faxes
- Document and confirm reservations and cancellations
- Block rooms in computer and follow through on designated requirements
- Pre-register designated guests and prepare key packets
- Communicate pertinent guest information to designated departments/personnel
- Generate, print and distribute daily and weekly reports
- Resolve discrepancies on the room status report with Housekeeping
- Match the bucket check to in-house guest ledger report; report discrepancies to Manager
- Process all check-outs
- Resolve any late charges
- Present folio to guest and resolve any disputed charges
- Settle guest accounts
- Inquire with guests for comments on their stay
- Process express check-outs
- Handle requests for late check-outs
- Conduct group check-ins/outs
- Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information
- Adhere to all cashiering procedures
Benefits
- Full benefits
- Transportation to and from work provided
- Uniforms and laundry provided
- Paid time off
- Sick leave
- Vacation leave
