The Chedi El Gouna Hotel is looking for a Guest Relation Officer responsible for managing the Guest Relation Section and providing the highest professional services in accordance with the Company's quality service standards. They also act as a representative of the hotel management and handle all guest relation matters brought to their attention to the satisfaction of the guest.
Key Responsibilities
Has complete knowledge of the Hotel including the geographical layout.
Knowledgeable about all VIPs in-house, Hotel functions, and special events.
Greets VIP guests and escorts them to their rooms.
Interacts with all guests as well as individuals outside the Hotel.
Makes a courtesy call to in-house guests.
Inspects guest rooms daily, and insures that all in-house guests receive their daily amenities as per set standards.
Inspects arrival rooms of the day.
Prepares Welcome letters/amenities for all guests
During peak periods, provides help and support to the Front Desk, Executive Floor, and Concierge Desk with check-in, check out, and handling of guest requests
Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction, and maintains a record of all requests received from all guests. Follows up when necessary.
Looks out for daily birthdays of in-house guests and ensures the delivery of birthday cards and cakes to their rooms.
Relieves Business Center and Front Desk employees when needed.
Updates guest history profile.
Informs other operating departments, notably Housekeeping and Food and Beverage Departments on matters that concern them.
Performs related duties and special projects as assigned.
Analyzes guests’ comments and complaints and produces weekly reports.
Informs management of special events, functions, and problems.
Keeps a logbook with all VIP arrivals and requests.
Ensures that rooms are assigned according to the reservation & as per guest’s requests.
Implements & controls the policies & regulations related to staff health & safety, Grooming, service, and hygiene.
Attends & participates in daily briefings as scheduled.
Ensures that the previous day’s cancellations or no-show courtesies are removed from rooms.
Prepares a list of guests’ birthdays. For in-house guests, sends a cake and a card signed by everyone, while for guests abroad, sends a birthday card signed by everyone.
Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
Understands and strictly adheres to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene, Health & Safety.
Ensures that all potential and real hazards are reported and rectified immediately.
Understands and strictly adheres to the Hotel’s Employee rules & regulations.
Reports for duty punctually wearing the correct uniform and name tag at all times.
Performs any other duties assigned by management.
Qualifications
Equivalent to a College Diploma in Hospitality Management.
Minimum of 3 years experience in a supervisory level position in the Front Office, preferably in a four or five-star hotel.
Operational knowledge of front desk operations
Knowledge of tourist and business-related information
Knowledge of hotel products and services
Knowledge of VIP welcoming protocol
Writing skills: able to write welcome letters and apologies to guests
