Guest Relations Agent

Job Description

*Guest Relations AgentThe Lady in Red is an iconic symbol of Kempinski and is in essence the Hotel Ambassador (or First Lady). As an extended arm of the General Manager she welcomes, meets and farewells hotel guests and is responsible for the communication with all guests providing highest quality service standards. The Lady in Red is empowered to take immediate decisions in respect to guest well being.Kempinski Hotel Soma BayKempinski Hotel Soma Bay introduces luxurious European service with Egyptian hospitality at the premier holiday destination on Egypt s Red Sea coast. The hotel comprises 325 rooms, including 34 suites with a luxurious interior design. We provide a remarkable dining experience in 6 food & beverages with special culinary highlights. The Fitness Center provides a gym, Jacuzzi, sauna, steam room and 4 treatment rooms, where certain massages can be arranged through The Cascades Spa & Thalasso. The Soma Bay leisure facilities include diving & snorkeling, tennis & squash as well as golf facilities located just a few minutes away from the hotel.Key Responsibilities:Have an in-depth knowledgeof the hotel and the geographical layout of the city / surroundings.Knowledgeable about allVIPs in-house, hotel functions and special events.Collect as much feedbackinformation on VIPs as possible (on daily basis) by checking e.g. Google, OperaPMS company wide, briefs and distribute this information within the hotel toall relevant departments by e.g. daily guest fact sheets/reports, newsletter,etc. and ensure information is updated in the guest profile.Welcome, facilitate andbid farewell to as many guests as possible.Top VIPs MUST be welcomedupon arrival, escorted to their room and bid farewell upon departure.Liaise with FOM and GM, toprepare tailor made guest itinerary for Top VIP s when appropriate andcoordinate VIP greetings and departures ahead of time.Obtain as much informationabout a guest s stay to be entered in the guest history.Welcome visitors to thehotel, assist with general information, internal promotions and directions.Handle guest complaintsand requests in a polite and efficient manner, give further instructions to therelevant staff if needed to ensure optimal guest satisfaction.Maintain a record of all complaintsand requests, follow up and inform concerned operating departments.Perform special projectsand related duties as assigned.Walk throughout the hotelrecognizing guests and engage with them appropriately.Attend & participatein daily briefings as scheduled.Report potential andexisting hazards and rectified immediately.Provide information to allguests regarding the services and possible internal promotions of the hotel.Senior Management on anyunusual circumstances that might affect guest service and expectation.Take decisions on upgrades/ comps / rebates etc. as per stipulated hotel policies and procedures.Participate in trainingprogrammes.Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel

Keyskills :
Guest Relations Agent