Guest Relations Agent

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• Closely deal with all requests, problems and needs of guests staying at Rixos Hotels Egypt and find solutions to problems, focusing on guest satisfaction.
• Listen attentively to guests to get an effective customer-oriented perspective and handle complaints properly.
• Handle guest complaints and find solutions. Report any problems that take time to solve to his/her direct manager and follow-up on the matter.
• Greet guests that will check-in at the reception in coordination with the Front Office Department and, if possible, accompany the guests to their room and call them during the day to ask for any needs they may have.
• Make “Guest Contacts” during the day in an effort to identify the level of guest satisfaction and, if any, complaints, suggestions and problems, and find solutions to these.
• Write down any comments, requests, suggestions and complaints received from guests during the day into the “Through Our Guests’ Eyes” report together with their answers and actions.
• Ask guests to fill out a questionnaire during the day. Assess the results of the questionnaire. Translate them into English and e-mail them to all of the department managers.
• Identify the special days of guests such as birthdays, wedding anniversaries etc., make the necessary organisation together with the related departments and monitor the organisation.
• Work in coordination with all departments and ensure the flow of necessary information.
• Take all special orders from guests such as birthday cakes, flowers etc., inform the necessary departments and ensure that the order is delivered to the guest.
• Ensure that requests for a babysitter, plane or coach ticket, restaurant reservation, medication etc. placed by guests are met as soon as possible.
• Follow the VIP procedures and greet VIP guests and bid them farewell.
• Walk agency representatives and potential guests around the facility.
• Prepare written documents for activities to be announced to guests. Ensure that these documents are distributed to guest rooms with the help of the related departments.https://careers.accor.com/global/en/job/guest-relations-agent-in-rixos-radamis-sharm-el-sheikh-rixos-radamis-sharm–jid-106719