Guest Relation Agent

Application Deadline: 31 October 2024

Department: Rooms Division, Front Office & Guest Services

Location: Egypt - Cairo

Description

The incumbent in this position is responsible for - under the management of the Guest Relations Manager and taking into account the established standards - supervising and leading all areas of the Guest Relations.



Key Responsibilities

• Carry out all administrative duties in co-operation with Guest Relations Manager.
  
  
  


• Daily checks on the VIP lists and ordering of corresponding activities.
  
  
  


• Monitor and check the costs of VIP treatments.
  
  
  


• Be responsible for VIP Policy and ensure it is implemented fully.
  
  
  


• Liaise with all departments check all guest requirements and ensure that these are executed on day of arrivals.
  
  
  


• Pre check all guest requirements three days prior to arrival and again the day before.
  
  
  


• Pre check all VIP arrival rooms and ensure that all rooms are clean and ready upon check in.
  
  
  


• Greet arrivals and escort all Guests to the rooms or suites.
  
  
  


• Ensure that all guest comments and complaints are attended to and that all complaint reporting is carried out and recorded.
  
  
  


• Be fully conversant with all hotel activities and promotions.
  
  
  


• Attend to daily guest requirements and enquires and help guide them with all necessary arrangements.
  
  
  


• Prepare all VIP amenities forms and distribute accordingly.
  
  
  


• Update guest profiles and check the existing one.
  
  
  


• Maintain tidiness in the building and clothing in the department.
  
  
  


• Support the Guest Relations Manager in task such as appointment, employee training assessment of performance, induction training, and consultation, if necessary, dismissals, in order to guarantee appropriate occupation of posts and productivity.
  
  
  


• Represent the Guest Relations Manager at meetings.
  
  
  


• Ensure good co operation and regular exchange of information with all departments, such as the Front Office Manager.
  
  
  


• Joint responsibilities for maintaining standards, revise these regularly and guarantee that these are upheld by targeted training.
  
  
  


• Hold regular meetings within the department (performance review, information, proposals for improvement)
  
  
  

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.




Skills, Knowledge and Expertise

NATIONALITY: Eligible for a working permit in country of hire

EDUCATION: Hotel Apprenticeship
Higher College Education

EXPERIENCE: To fill the position, one of the following is required:

Minimum of 1 year experience in a Front Office position preferably in an international five star hotel
Food & Beverage experience is a plus

LANGUAGE: Ability to work and communicate in a multinational environment:

Local language – excellent oral and written skills (as applicable)
English – excellent oral and written skills
Additional language - beneficial

COMPETENCIES: Include the skills the candidate must have to fill this
position:

Luxury Hotel Experiences
Good Communication skills
Knowledge of hotel operations & Computer systems
General knowledge of tourist and business related information
Knowledge of hotel products and services
Knowledge of VIP welcoming protocol


TECHNICAL
COMPETENCIES: Computer literacy adapted to the field of training:

Microsoft Office (Word, Excel and PowerPoint)
Good knowledge of Opera
Basic knowledge of Micros

INDIVIDUAL
CHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:

People Oriented
Passionate for European luxury
Entrepreneurial
Straightforward
Motivating others
Planning/ Organization
Problem solving
Flexibility
Concern for quality
Initiative
Results oriented
Teamwork / Cooperation
Interpersonal skills
Customer service orientation
Oral and Listening Skills
Good writing skills
Friendly and caring attitude
Self controlled

OTHER SKILLS: Depending on region and property.