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About the Role
The Guest Relations Specialist position offers a unique opportunity for individuals seeking hands-on experience in the hospitality industry. Under the guidance of the Guest Relations Manager, the Guest Relations Agent will gain valuable insights into the world of guest relations, ensuring that every guest's stay is exceptional. This role provides a platform to learn, grow, and make a significant impact in the luxurious environment of the hotel.
Responsibilities
- Assist in providing a seamless and personalized experience to guests, aiming to exceed their expectations and ensure their satisfaction.
- Learn and navigate SAP for room allocation, upgrades, and note updates.
- Operate email and manage Guest Review Management (Review Pro) / Incident Software (HUB).
- Assist guests by providing information, recommendations, and booking services for local experiences.
- Speak with others using clear and professional language.
- Answer telephones using appropriate etiquette.
- Enhance communication skills by interacting with guests, addressing their needs, and ensuring prompt resolution of issues or concerns.
- Develop the ability to quickly identify and resolve guest complaints or issues to maintain a positive atmosphere.
- Gain a deeper understanding of cultural sensitivities and expectations to ensure international guests feel comfortable and respected.
- Support the special needs of VIP guests, including creating VIP Arrivals lists and arranging/assisting with amenities, reservations, and personal touches.
- Greet VIP guests and serve as a point of contact for handling their needs throughout their stays.
- Acquire in-depth knowledge of the hotel's facilities, services, and local attractions.
- Work closely with various hotel departments, such as Front Office, Housekeeping, F&B, and Engineering to coordinate guest requests and ensure a seamless stay.
- Develop and maintain positive working relationships with others.
- Support the team to reach common goals.
Requirements
- Computer skills to learn and navigate SAP.
- Operate email and manage the Guest Review Management (Review Pro) /Incident Software (HUB).
- Speak with others using clear and professional language.
- Answer telephones using appropriate etiquette.
- Develop the ability to quickly identify and resolve guest complaints or issues.
- Gain a deeper understanding of cultural sensitivities and expectations.
- Acquire in-depth knowledge of the hotel's facilities, services, and local attractions.
- Develop and maintain positive working relationships with others.
- Support team to reach common goals.
Skills
- Computer skills
- SAP
- Email operation
- Guest Review Management (Review Pro)
- Incident Software (HUB)
- Communication skills
- Problem-solving
- Cultural awareness
- Concierge services
- VIP services