Guest Relations Agent

Job Summary

AX Hotels Qawra is looking for a Guest Relations agent. The main responsibilities will include ensuring the overall well-being of our guests and exceeding their expectations at every possible opportunity.

Responsibilities:

• Carry out all administrative duties in cooperation with the Guest Experience Manager.
• Pre-check all guest requirements three days prior to arrival and again the day before.
• Check and liaise with all departments regarding all guest requirements and ensure that these are executed on the day of arrival.
• Daily checks on the VIP lists and ordering of corresponding activities.
• Be responsible for VIP Policy and ensure it is fully implemented.
• Pre-check all VIP arrival rooms and ensure that all rooms are clean and ready upon check-in.
• Ensure that all guest comments and complaints are attended to and that all complaint reporting is carried out and recorded.
• Attend to daily guest requirements and inquiries and provide guidance with all necessary arrangements.
• Be fully conversant with all hotel activities and promotions.
• Ensure public areas are tidy and orderly.
• Maintain strict personal hygiene and appearance.
• Ensure good cooperation and regular exchange of information with all departments, such as the Front Office, Housekeeping, Food and Beverage, Maintenance, and Reservations. 
• Handle joint responsibilities for maintaining standards, revise these regularly, and guarantee that these are upheld by targeted training.
  

Requirements:

• Diploma in Hotel Management or other Hospitality related certificate.
• Experience in a similar customer-orientated position for a minimum of 1 year in a 4- or 5-star environment.
• Food and  Beverage experience will be considered an advantage.
• Excellent English written and verbal communication skills; an additional European language will be considered an asset.
• Excellent communication and listening skills.
• Talkative, warm personality, attentive, and smartly presentable.
• Committed to delivering high levels of customer service.
• Excellent knowledge of Microsoft Office suite.
• Ability to work under pressure.
• Excellent organizational and prioritization skills, attention to detail, and problem-solving skills.
• Must be mature, pleasant, courteous, cooperative, and an enthusiastic team player who displays good human relations skills.
• Must be flexible in working hours, including weekends, evenings, and holidays.