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Job Purpose

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
  • Fluency in the local language
  • Fluency in English
  • Fluency in a third language is preferable
  • Proficiency in Microsoft Office software: Word
  • Proficiency in Fidelio

How to Apply

To apply for this job position, please send your CV and a personal photo to [email protected] and [email protected].

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