Summary: This role focuses on providing courteous service to guests, managing VIP movements, allocating rooms, and handling guest feedback and complaints. Highlights: 1. Attend to guests courteously and deal promptly with requests and queries. 2. Handle guest complaints efficiently and oversee VIP guests. 3. Maintain high visibility and provide proactive assistance to guests. **SUMMARY** =========== Attend to guests courteously and deal promptly with their requests and queries. Have Detailed information about the hotel and city. Check on VIP guest movements, complete their pre\-registration formalities. Allocate rooms to all arriving guests after checking the guest preferences. Collect guest feedback forms and do any possible first hand service recovery steps. **KEY RESPONSIBILITIES** * Welcome guests during check\-in and giving a fond farewell to guest while checkout. * Handling guest complaints and concerns in an efficient and timely manner. * Overseeing VIP guests, arrivals and departures. * Escorts VIP Guests to their rooms upon arrival, explains the room and hotel facilities and offers them with assistance for the length of their stay. * Maintains a friendly and caring relationship with the VIP guests during their stay by making a courtesy phone call, providing them with information on the hotel services and local sites of interest, handling their requests such as restaurant reservations and transportation requests. * Coordinating and multi\-tasking job duties in a busy environment. * Detailed information regarding arrivals and room requirements. * Have up to date information on daily room occupancy * Greeting guests as they enter and exit the hotel. * Co\-ordinate with housekeeping for clearing of rooms. * Collect Guest feedback during guest departure along with his likes and dislikes. * Maintains high visibility in the lobby and front desk area and provide assistance to our guests in a pro\-active way. * Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all requests received from all guests. Follows up when necessary. * During peak period, provides help and support to the Front Desk, and Concierge Desk with check\-in, check out and handling guest requests. **Experience Needed** --------------------- * Minimum of 1 year experience as Guest Relations within hospitality environment. * High school diploma or higher qualification. * Experience in Opera is beneficial. **Required Skills** ------------------- ### **Soft skills** Sociable, Friendliness ### **Customer service** VIP and Loyalty Guest Relations **Optional Skills** ------------------- ### **Soft skills** Solution Oriented **Values** ---------- Integrity, Accountability, Fun, Diversity \& Inclusion **Benefits** ------------ Staff accommodation, Staff transportation, Learning \& development programmes, Hotel restaurant staff rate, Length of service benefits
Fatima Al-Kuwari
Indeed · HR
Fatima Al-Kuwari
Indeed · HR
