Guest Relations Agent

Application Deadline: 31 October 2024

Department: Rooms Division, Front Office & Guest Services

Employment Type: Fixed Term - Full Time

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.