Guest Relation Agent - Female Only

Job Description

Gust Relation Agent1 BASIC FUNCTION Strong accent is to be given to the hospitality towards the guest. This is ensured through maximumrecognition and attention from arrival through departure. He/she is the ?haven? for all sorts of problems thatmight occur to guests and therefore the first problem solver. This involves a high degree of accuratecommunication skills between the departments involved.Close co-ordination between all involved departments, e.g. Front Office, Housekeeping, Recreation as wellas Food and Beverage regarding regular and especially irregular guest needs.Assisting his/her supervisor in implementing, supervising and adhering to the Operational Standards as wellas the Hotel?s internal procedures for guest treatment.2 SCOPEMust be thoroughly familiar with Front Office and Recreation procedures as well as with related MovenpickOperational Standards. He/she recognises arising guest problems and complaints early enough to satisfy theguest as early as possible to reach the target of ?zero complaints?.? Organisation of Repeat Guest filingadministration? Up-keeping of Hotel/Guest Informationbooklets and pamphlets.? Co-operation with hotel?s Housekeeping andFront Office? Awareness of outside activities/recreation etc.The following duties within frame of work:1. Guest Satisfaction2. Co-ordination of Information3. Organisation Repeat Guest Cocktails4. Personalised Welcome/Farewell5. General3 RESPONSIBILITY & AUTHORITYInternal: Works in harmony with related staff, General Manager (for Info), FO Manager (for guest history,CIP/VIPs)External: Clients of the hotel.Materials: -More detailed duties and responsibilities are listed attached in form of a checklist and are not meant to becomplete. Local legislation and requirements may ask for adaptation and amendments. To fulfil the dutiesthe jobholder is given the relevant authority to reach the goals by the General Manager of the hotel operationGENERALa) Ensures maximum guest satisfaction throughpersonal recognition and involvement with repeatguest.b) Ensures that our repeat guests and any otherCIP/VIP clients receive personalised treatment andservices, such as:? Pre-registration at Front Office? Personal welcome letter? VIP guest amenities? Fulfil special wishes and recognise needs in advance? Pick-up airport, when needed/requested? Personal welcome and escorting guest to his/herroom? Flight ticket confirmation? Info about sight seeing and relevant bookingprocedures? Contacts on regular basis during stay? Presentation of VIP, if not already known, to GeneralManagerc) Developing and implementing on-going guestcontacts through: seasons greetings, birthdays,special events, mailing info about activities.d) Maintains a specialised guest history data file.e) Checks VIP/CIP list to check: room allocationamenities, extensions, unexpected departure, latecheck-out etc.f) Plans, arranges and co-ordinates Repeat Guestcocktails on regular basis.g) Promotes in-house facilities and special events andactivities such as: special menus, parties, tours, etc.to generate additional revenue.h) Familiarises Travel Agents and Fam Trips with theHotel product through an organised hotel tour:organises rooms to show, sales kits, welcomespeople, informs GM/EAM, collection of businesscards, joins for dining/cocktail, wishes themfarewell upon departure, prepares follow-up lettertogether with EAM.i) Supervises children activity programs and assistswhenever required, in co-ordination with theRecreation department.j) Attends in-house information cocktails organisedfrom Tour Operators for our guests for informationpurposes.

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