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Premier Guest Relations Executive

3 months ago

Ras alKhaimah, Ra’s al Khaymah, United Arab Emirates Accor Full time
Role Overview

The VIP Guest Services Coordinator plays a pivotal role in ensuring an exceptional experience for our esteemed guests. This position requires a blend of professionalism, attention to detail, and a commitment to delivering outstanding service.

Key Responsibilities
  • Preparation for VIP Arrivals: Organize room assignments, amenities, and special requests to ensure a seamless check-in experience.
  • Check-In and Check-Out: Efficiently manage the registration and processing of VIP guests, ensuring a smooth transition during their stay.
  • Guest Escorting: Personally escort VIP guests to their accommodations, providing a warm welcome.
  • Data Management: Update guest profiles in the system following check-in to maintain accurate records.
  • Cashiering and Transactions: Handle financial duties, including foreign exchange and night audits, ensuring accuracy during guest departures.
  • Reservation Management: Oversee walk-in reservations and manage phone inquiries when the reservation desk is closed.
  • Customer Service: Deliver friendly and courteous service, promptly addressing all guest requests and inquiries.
  • Complaint Resolution: Address guest complaints effectively, coordinating with relevant departments for immediate follow-up.
  • Security Measures: Manage the issuance of room key cards, ensuring guest security is prioritized.
  • Message Delivery: Ensure timely delivery of messages, mail, and packages to guest rooms.
  • Information Assistance: Support the information counter, foreign exchange, and business center as needed.
  • Knowledge of Hotel Operations: Understand hotel rate codes, packages, and discounts to assist guests effectively.
  • Guest Engagement: Maintain ongoing communication with guests to address any issues or concerns promptly.
  • Daily Check-Ins: Conduct courteous calls to VIP rooms and other guests to enhance their experience.
  • Incident Reporting: Report any unusual occurrences to management for appropriate action.
  • Front Office Maintenance: Ensure the cleanliness and organization of the front office area.
  • Log Book Review: Monitor the log book for outstanding tasks and special assignments for the day.
  • Operational Awareness: Stay informed about hotel occupancy, functions, and VIP arrivals.
  • Coordination with Departments: Communicate VIP room details to housekeeping and food & beverage departments.
  • Departure Management: Verify all departure details for the day and prepare for the next day's arrivals.
  • Special Arrangements: Coordinate special requests such as bouquets, cakes, and cards for guest celebrations.