Russian Speaker Guest Relations Agent

Job Description: Guest Relations Agent

Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests.

• Keep Mis-en-place ready for VIP arrival (Reg.-cards, room keys, welcome drink).
• Register and process check in/out for all VIP guests efficiently and professionally.
• Escort VIP guests to their rooms.
• Update guest information into the computer after a complete check in.
• Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon Guests’ departure.
• Handles walk-in counter reservation at all times and process call-in reservation when room reservations section is closed.
• Provide friendly and courteous service to guests and respond promptly to all requests and inquiries at all times.
• Resolve guests complaints/requests and liaise with the department concerned to ensure immediate follow up.
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Ensure that all messages, mails and packages are delivered to the guest room.
• Assist at the Information counter, Foreign Exchange and Business centre, as and when assigned.
• Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.
• Maintain continuous contact with hotel guests to ensure that any problem or complaint is handled efficiently & courteously.
• Follow up with Bell desk regarding shuttle Bus.
• Daily courteous calls to VIP rooms, as well as with other guests.
• Report any unusual occurrences or requests to manager.
• Be aware of the hotel accident Prevention Policies.
• Ensure the cleanliness and neatness of front office area.
• Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day.
• Re-announce VIP rooms to Housekeeping and F&B departments.
• Check if all departure details for the day have been taken, as well as for the next day.
• Arrange for bouquets, cake and cards in case of guest’s anniversary and birthdays.
• Check VIP rooms after amenities are placed.
• Coordinate with the lobby manager regarding arrival & departure transport arrangements for the day.
• File daily guest relations report and documents systematically.
• At the end of the shift or the day, communicate all information that the next shift has to know for a well-running of the operations.
• Co-ordinate and inform with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
• Review Guest Comments daily and take contact if necessary and possible with the guest for direct action.
• Effectively handle all guest complaints concerning the Front Office in co-ordination with the Front Office Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer.

Qualifications

University Degree in Hotel Management, fresher or a minimum of 1 year experience in a similar role in a 5-star hotel.

Must speak German Language.

Additional Information

• Competitive Salary and Compensation: Rixos Marina Abu Dhabi may offer a competitive salary that reflects the industry standards for similar positions.
• Training and Development Opportunities: Access to training programs and development opportunities to enhance skills and advance within the company.
• Health and Wellness Benefits: Employee Recognition Programs to acknowledge and reward outstanding performance and dedication.
• Work-Life Balance: Policies and practices that promote a healthy work-life balance, including flexible scheduling where possible.
• Uniforms and Dress Code: Provision of uniforms or dress code guidelines for a professional and cohesive appearance.
• Social Events and Activities: Participation in social events, team-building activities, and employee gatherings to foster a positive work culture.
• Transportation Services: Transportation services.
• Employee Wellness Programs: Wellness programs, such as fitness classes or gym access, to promote a healthy lifestyle.