GUEST EXPERIENCE AGENT
- الرباط
- دائم
- دوام كامل
- Handle guest problems or complaints by understanding the problems with all aspects, following up the results and making sure to solve the problems with 100% guest satisfaction.
- Display, at all times, a friendly courteous and professional manner in all dealings with guests, patrons and other employees.
- Be attentive to guests needs and find pride and purpose in providing exceptional service and product; to anticipate guests personal preferences and the ability to exceed expectations.
- Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of Front Desk and Concierge and Lobby coverage.
- Accommodate all guest requests expediently and courteously follow up with designated hotel personnel to ensure completion of request.
- Act as the main driver for the overall Guest Experience; constantly looking for ways to improve the Guest experience, drive exceptional moments and personalisation.
- Act as the main point of contact for Elite, HRG & VIP guests as highlighted by the Guest Experience Supervisor /Manager.
- All Hotel restaurant food concepts, menu price range, dress code and ambiance.
- All Hotel room and suite types, numbers/names, layout appointments, amenities and locations.
- Knowledge of daily VIP In house and expected arrivals/departures.
- Local events, attractions, holiday schedules.
- Greet, welcome and anticipate every VIP guest needs.
- Ensure proper communication between the Guest Experience Team, reception, concierge, bell services, room service, housekeeping and engineering.
- Review all VIP guest arrivals 3 days in advance and ensure that the Rooms/Suites are assigned according to preferences and any special requests. Ensure to provide pre-arrival communication to all VIPs and coordinate their requests with other departments.
- Crosscheck allocations, amenities on a daily basis for all necessary guests in accordance with their status to the hotel and ensure co-ordination with the Room Service at all times.
- Ensure that VIP rooms are walked prior to arrival to check the HK setup, Amenity setup & any special touches extended.
- Personally welcome all VIP guests & follow up with them throughout their stay. • In the absence of the Guest Experience Manager/Supervisor, attend pre-arrival meeting to brief the operations team on next day VIP movement.
- Assisting the Front Office Operation during busy periods
- Effectively handle, resolve and refer if necessary, all VIP guest problems or complaints and ensuring the correct documentation of such information.
- Is fully aware of his/ her work schedule and ensures adequate notice is given with circumstances when he/ she is prevented from adhering to the schedule.
- Be open to work additional shifts or hours considering organizational demands.
- Be open to acquire the knowledge to improve overall job effectiveness.
- Reports any incidents, complaints, suspicious persons or safety hazards immediately.
- To report for duty punctually wearing the correct uniform / attire, name badge, maintain a high standard of personal appearance and hygiene, and adhere to the hotel and department grooming standards.
- To provide a friendly, courteous, and professional service at all times.
- To maintain good working relationships with all colleagues and other departments.
- To comply with the local legislation as required.
- To respond to any changes in the department as dictated by the needs of the industry, company or hotel.
- To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/ areas if required, to meet business demands and guest service needs.
- To attend training and meetings as and when required.
- Assisting with shifts rotation on a weekly basis.
- Excellent interpersonal and communication skills, both in person and by telephone.
- Has a creative approach to the guest experience, able to think of different ways to personalize the Guest Experience
- Knowledge of Opera is preferred.
- Ability to learn multiple computer software and accurately input information into the systems.
- Ability to work cohesively with co-workers both within and outside of your department.
- Ability to prioritize, organize and follow up.
- Must be available to work weekends, days, evenings and holidays.
- Excellent reading, writing & oral proficiency in the Arabic, English and French.
- Previous Luxury Hospitality experience.