Female Guest Relations Agent German Speaker

Job Summary

• To have a full working knowledge and capability to perform all duties and tasks in the assigned Place of Work to the standard set.
• To ensure that all VIP and Loyalty Program guest are being met upon arrival and offered the best service standards within the ACCOR standards
• To provide courteous professional efficient and flexible service at all times following the hotels Standards of Performance.
• To be fully conversant with all services activities facilities and F&B Promotions offered by the hotel and recommend to the guests.
• To have a thorough understanding and knowledge of all Rooms related services and products and the ability to up-sell alternatives.
• To be able to explain and show the guests all the facilities in the room.
• To perform opening and closing procedures established for the Place of Work as assigned.
• To attend to all guests who approach the Front Desk with a smile.

• To take care of all matters related to the arrival stay & departure of VIP & Loyalty Program guests
• To handle guest complaint & tracking of complaints
• To liaise with company bookers travel agents & tour operators and conducts hotel visits & site inspections
• To assist guest with flight reservations and confirmations onward hotel reservations and all other travel/sightseeing related matters

• To liaise with all appropriate departments & outside companies before during and after VIP & AHFG guest arrivals to ensure that such guests are receiving the best possible service from the hotel.
• To utilize the hotels brands quality & guest satisfaction assurance & recording tools at all times analyze the results daily & take appropriate action communicate/distribute the results monthly.
• To take care of all inquiries received by guests -> One-Stop Shop for guest related problems/enquiries.
• To be always present in the lobby & outside the hotel front and liaise with guests & visitors and actively try to anticipate guests needs & solve potential problems before it starts to affect a guests stay.
• To maintain guest profile by ensuring that guest history records are accurately maintained and all recurring guests are pre-registered including input of guest questionnaires response and comments in the system especially for long-staying guest regular VIP and AHFG guests. Update & communicate such information to the other F/O sections as well as to other hotel departments if needed.
• To be well conversant of the local environment of the hotel: the city culture activities exhibitions shopping malls and general information around the hotel.

• To liaise with all other departments for all Guest related matters.
• To be flexible in supporting other colleagues needs in other departments or sister properties based on the hotel priorities and anticipated business levels.
• To be always available during peak periods.
• To be able to carry out all functions of a GSA Bell Captain & Attendant whenever required.
• To be conversant and fully knowledgeable of OPERA system as per the scope of work
• To liaise with Rooms Reservation with regards to immigration issues for the guest (e.g. visas)

• To be aware with the policies and procedures concerning fire emergency evacuation accidents bomb threats law and order situations.

• To be fully aware and conversant of Accor spirit values and goals and is responsible to integrate them in the day to day operation.
• To establish a rapport with guests maintaining good customer relationship and handle all guest complaints requests and enquiries on Front Offices service.
• To meet greet and escort all guests to their rooms upon check-in to the hotel.
• To handle guest enquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow up with guests.
• To maintain regular contact with long stay and suite guests so as to ensure their stay is an enjoyable one report guests feedback to immediate supervisor.
• To ensure that the guests are offered the highest level of personalized service at all times.
• To actively participate in administrating the guest recognition and guest retention programs in liaison with Front Office Manager.
• Never say no to the guest without offering an alternative solution.
• To be demanding and critical when it comes to service standards.
• To ensure that the team projects a warm professional and welcoming image.
• To constantly strive to assist all guests that she/he may come in contact with during her/his work hours.
• To ensure that all services in the front office are always available and are carried out with utmost efficiency and courtesy as per the Departmental Operations Manual.

Qualifications :

Bachelor Degree.

German / French / Polish Speaker.

Microsoft Office Skills.

Hotels Experience.

Remote Work :

No

Employment Type :

Contract

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