Guest Relations Agent

The Novotel 5 stars resort located directly on the red sea with a beach area of 646m ; 268 rooms including 4 suites and 80 family rooms; 5 outlets and Spa, offers a wonderful experience that can cater perfectly for all tastes
 

• To have a full working knowledge and capability to perform all duties and tasks in the assigned Place of Work to the standard set.
• To ensure that all VIP and Loyalty Program guest are being, met upon arrival and offered the best service standards within the ACCOR standards
• To provide courteous, professional, efficient and flexible service at all times, following the hotels Standards of Performance.
• To be fully conversant with all services, activities, facilities  and F&B Promotions offered by the hotel and recommend to the guests.
• To have a thorough understanding and knowledge of all Rooms related services and products and the ability to up-sell alternatives.
• To be able to explain and show the guests all the facilities in the room.
• To perform opening and closing procedures established for the Place of Work as assigned.
• To attend to all guests who approach the Front Desk with a smile.

• To take care of all matters related to the arrival, stay & departure of VIP & Loyalty Program guests
• To handle guest complaint & tracking of complaints
• To liaise with company bookers, travel agents & tour operators and conducts hotel visits & site inspections
• To assist guest with flight reservations and confirmations, onward hotel reservations and all other travel/sightseeing related matters

• To liaise with all appropriate departments & outside companies before, during and after VIP & AHFG guest arrivals to ensure that such guests are receiving the best possible service from the hotel.
• To utilize the hotel’s brand’s quality & guest satisfaction assurance & recording tools at all times, analyze the results daily & take appropriate action, communicate/distribute the results monthly.
• To take care of all inquiries received by guests -> “One-Stop Shop” for guest related problems/enquiries.
• To be always present in the lobby & outside the hotel front and liaise with guests & visitors and actively try to anticipate guests’ needs & solve potential problems before it starts to affect a guest’s stay.
• To maintain guest profile by ensuring that guest history records are accurately maintained and all recurring guests are pre-registered, including input of guest questionnaires, response and comments in the system especially for long-staying guest, regular, VIP and AHFG guests. Update & communicate such information to the other F/O sections as well as to other hotel departments, if needed.
• To be well conversant of the local environment of the hotel: the city, culture, activities, exhibitions, shopping malls, and general information around the hotel.

• To liaise with all other departments for all Guest related matters.
• https://careers.accor.com/global/en/job/female-guest-relations-agent-german-french-speaker-in-novotel-marsa-alam-beach-resort-el-qusseir-egypt-jid-81962