Guest Experience Agent

4 weeks ago

Abu Dhabi, United Arab Emirates Four Seasons Hotels and Resorts Full time
  • Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.
  • Supervises day-to-day performance of team by reporting to Front Office Manager.
  • Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.
  • Assures that Guest Relations & Concierge Staff knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing)
  • Assures that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.
  • Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
  • Complies with Four Seasons’ Work Rules and Standards of Conduct as set forth in EmPact.
  • Works harmoniously and professionally with co-workers.
  • Works closely with Front Desk, Reservations, Guest Service Agents and Valet Parking to assure smooth handling of guest arrivals and departures. Works closely with the Food & Beverage team to coordinate any reservations/requests for hotel managed restaurants, bars and lounges as well as event space.
  • Stores and retrieves guest packages.
  • Utilizes a variety of software programs to accurately input special arrangements the guest has made and to assure proper billing.
  • Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Bellstand, Business Center, Lobby coverage & Reception
  • Provides basic trouble-shooting support 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 what activities 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 people in these areas to provide information, ticketing, reservations, etc. for guests.
  • The ability to perform all reasonable services a guest may require, anticipate guest requests and requirements in order to satisfy them efficiently and promptly.
  • The ability to ensure the proper handling of guest messages, mail, faxes, telexes, packages, flowers, etc.

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