Guest Relations Agent

Job Description

Fairmont Nile City is looking for a Guest Relations Officer to provide high-quality service to our hotel customers. You will address complaints and go the extra mile to make sure our guests are satisfied. In this role, you should be an excellent communicator who can stay positive when facing difficult situations. You should also be reliable and customer-oriented, as youll serve as a primary point of contact for our customers Hotel Overview: Overlooking one of Cairos most beautiful Nile views, Nile City Towers complex is a business destination claim to Egypts corporate success. Built on a total area of 16,000 sqm, Nile City Towers boasts a 170 meter Nile faade and its two towers are an anchor to an exclusive shopping center, upscale housing, a five-star hotel, 8-screen cinema and 4 floors of underground parking.The spectacular reception leads the way to 540 elegantly designed rooms, suites restaurants, bars and a health club the 25th floor with a comprehensive range of fitness facilities including a signature Willow Stream Spa as well as a sky-high swimming pool.Summary of Responsibilities:Reporting to the Guest Relations Manager or delegate, responsibilities and essential job functions include but are not limited to the following:Consistently offers professional, engaging and friendly serviceReview arrival lists to welcome guestsAttend to special guests (e.g. VIPs) and answer their inquiriesHelp prepare welcome folders with collateral (e.g. room service menus, area descriptions)Provide information about amenities, area and venues and promote servicesAnticipate guest needs and build rapport with customersOffer assistance with certain tasks (e.g. confirming travel arrangements, taking messages)Address customer complaints and escalate to Guest Relations Manager hen neededRecord information in the logbook dailyEnsure compliance with health and quality standards REQUIREMENTS: Qualifications:Previous experience is an assetProven work experience as a Guest Relations Manager, Hotel Manager or similar roleUnderstanding of all hotel management best practices and relevant lawsHands-on experience with Hotel Management software (PMS)Proficiency in English; knowledge of other languages is a plusCustomer service drive with outstanding communication and active listening skillsExcellent problem-solving and multitasking skillsLeadership skills along with the ability to motivate a team into high performanceAbility to work flexible hoursStrong sense of responsibility and a professional presentationBSc degree in Hospitality Management, Tourism, Business Administration or relevant fieldPhysical Aspects of Position (include but are not limited to): Constant standing and walking throughout shift.Frequent lifting and carrying up to 30 lbs.Occasional kneeling, pushing, pulling, lifting.Occasional ascending or descending ladders, stairs and ramps.

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About Company

We are thrilled to embark on an exciting new chapter as Fairmont Hotels & Resorts, and our unrivaled collection of iconic hotels including Fairmont San Francisco, Fairmont The Norfolk, Nairobi, Fairmont Banff Springs, Londons The Savoy and the Fairmont Peace Hotel in Shanghai, join AccorHotels Group, one of the worlds largest global hotel companies. Together, as a global community of hospitality leaders, we remain committed to cultivating a culture in which our colleagues are encouraged to realize their full potential through rewarding experiences and development opportunities. This exciting growth translates into opportunities, not just to better meet the needs of our guests, but opportunities for you to grow your career within our incredible brands around the world!

With our distinctive hotels around the world - and more in development - our global hospitality brand is renowned for its warm, engaging service and unique, culturally rich experiences. Located in some of the worlds most unforgettable destinations, Fairmonts unrivalled collection reflects a sense of heritage, sophistication, and social importance. We are also committed to responsible tourism and are an industry leader in sustainable hotel management with our award-winning Green Partnership Program.

We have a 100 year tradition of delivering excellent service in some of the most iconic properties in the world. Our focus on service begins with selecting talented individuals who embody our Brand Promise: Turning moments into memories for our guests