Guest Relations Agent

3 weeks ago

Abu Dhabi, United Arab Emirates Four Seasons Hotels and Resorts Full time
  • Respond to a wide variety of guestrequests by accurately assessing the guest needs and requests andthen adding personal recommendations and touches to achieve maximumcustomer satisfaction while complying with all FourSeasons’ policies.
  • Supervisesday-to-day performance of team by reporting to Guest RelationsManager.
  • Handles all guest interactions withthe highest level of hospitality and professionalism, accommodatingspecial requests whenever possible; resolves customer complaints;assists customers in all inquiries in connection with hotelservices, hours of operations, key hotel personnel, in-houseevents, directions, etc. Responds to all guest requests in anaccurate and timely manner making recommendations based on localknowledge and hotel practices.
  • Assures thatGuest Relations & Concierge Staff knows what activities areavailable in the city (theatre, sports, concerts, shows, specialexhibits, sightseeing)
  • Assures that deskcollateral and information for restaurants, museums, attractions,maps, and other local attractions are updated andcurrent.
  • Processes packages, faxes, messages,and mail which may be either outgoing or incoming in an accurateand timely manner.
  • Complies with FourSeasons’ Work Rules and Standards of Conduct as set forthin EmPact.
  • Works harmoniously andprofessionally with co-workers.
  • Works closelywith Front Desk, Reservations, Door Staff, Bell Staff and ValetParking to assure smooth handling of guest arrivals and departures.Works closely with the Food & Beverage team to coordinateany reservations/requests for hotel managed restaurants, bars andlounges as well as event space.
  • Stores andretrieves guest packages.
  • Utilizes a variety ofsoftware programs to accurately input special arrangements theguest has made and to assure properbilling.
  • Assists with responsibilities andduties in the absence of or due to heavy volume in the areas of theBellstand, Business Center, Lobby coverage &Reception
  • Provides basic trouble-shootingsupport for in-room services such as Internet, TV movies, games,and Web service.
  • Works closely with Bell Staff& Reception to ensure smooth guest arrival &departure experience.
  • The ability to know whatactivities are available in the city, ie. theater, the arts,special exhibits, concerts, shows, sports, leisure activities,sightseeing tours, etc. and to establish close contacts with peoplein these areas to provide information, ticketing, reservations,etc. for guests.
  • The ability to perform allreasonable services a guest may require, anticipate guest requestsand requirements in order to satisfy them efficiently andpromptly.
  • The ability to ensure the properhandling of guest messages, mail, faxes, telexes, packages,flowers, etc.
  • The ability to work closely withthe Valet Parking & Limo vendors to ensure the smoothhandling of guest and patron vehicles.
  • Handlingof groups, VIPs, return guests, etc. Establishes rapport withfrequent visitors; keeps hotel operating departments well-informedabout guests' preferences.
  • The abilityto resolve guest complaints, keeping Front Office Manager or seniormanagement well informed as to the problems and actionstaken.
  • The ability to maintain the guestrelations & concierge desk and storage areas in an orderlymanner.
  • The ability to respond properly in anyhotel emergency or safety situation.
  • Theability to perform other tasks or projects as assigned by hotelmanagement and staff.
  • The ability to use hotelcomputer system and phone system.
  • Manages theElite Guest Program to ensure maximum recognition for our mostfrequent guests.
  • Enhances the VIP Arrival& Departure Experiences and maximizes curbside/in-roomcheck-in program.
  • Coordinates Amenities programwith the assistance of DoF&B andDoR.
  • Facilitates special unscripted touches forguests
  • Implements guardian angel program/guestexperience program
  • Has presence in lobby& outlets to connect with guests in meaningfulways

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