Guest Relations Agent

THE POSITION

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

KEY ROLES & RESPONSIBILITIES

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Ensure all members consistently receive all benefits and repeat guests and other VIPs receive special recognition and service.
• Meet and greet VIP guests personally.
• Liaise closely with Concierge, Butler, and Sofitel Club for hotel events, restaurant promotions, limousine requirements, and special VIP requests or preparations.
• Prepare compendiums prior to guest arrival and check into system if necessary.
• Maintain close contact with Airport Concierge for new arrivals and departures.
• Update and maintain repeat guest history system.
• Promote inter-hotel sales and in-house facilities.
• Send prepared welcome cards and amenities to room prior to guest arrival.
• Attend to special requests by guests.
• Handle guest complaints and refer them as necessary; follow up on corrective action.
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests.
• Prepare requisitions for amenities on a timely basis.
• Participate in regular meetings for all Guest Relations team members, Butlers, and Sofitel Club staff to facilitate communications and smooth operations.
• Adhere to OH&S policies and procedures.
• Perform related duties and special projects as assigned.

PERSONAL ATTRIBUTES

• Strong written and verbal communication skills in English.
• Able to develop rapport with colleagues and management staff.
• Ability to work cohesively with coworkers as part of a multicultural team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Ability to promote positive relations with guests and patrons.
• Able to exercise good judgment with difficult guests.

QUALIFICATIONS

• Degree from School for Tourism & Hotel Management.

EXPERIENCE

• Minimum 2 years Guest Relations experience, preferably in a four or five-star hotel.

Remote Work: No

Employment Type: Full-time