Guest Relation Agent Rosewood Hotels and Resorts

Job Summary

Responsible for the management of guest history information including merging/purging guest profiles and administration of guest preference and glitches process; and to ensure regular maintenance of the guest history and profile database. To be the link between the guests and all departments at the Hotel prior to arrival, during their stay and after their departure, creating the relationship hospitality at all the time. To ensure the highest level of service experience will be provided during their stay by the whole hotel, anticipating their needs and looking for every opportunity to Wow the guests with uncompromised level of attention to details.

Essential Duties and Responsibilities

• Ensures that all guest information is handled according to Rosewood Standards.
• Ensures that the Guest preference forms are duly completed by guests and updated prior to their arrival.
• Ensures that any information received from the Guest preference form or by any other channel, is correctly dispersed to the relevant departments prior to the guest s arrival as to ensure that all requests are followed through.
• Ensure challenges or opportunities occurring previous, during or past a guest stay, are methodically recorded in Opera.
• Contacts guests v a Glowing, telephone, e-mail, or in person within the day from the query being received.
• Ensures that guest and company profiles are updated accurately, correctly and timely in PMS.
• Notes and follows up on guest preferences and special requests and alerts or trace to respective department is being addressed.
• Maintains complete knowledge of the Hotel & its services (F&B promotions / Rooms / Special Guest programs and Spa facilities, etc.).
• Is fully conversant with new promotions, menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures including VIP arrivals and their background.
• Is fully conversant with accommodation features: lay-out, room type, location d cor, in room facilities and equipment.
• Hosts and welcomes all guests in a gracious and polite manner; to have the ability to hold a conversation with the guest in a natural and spontaneous way.
• Receives all Trust you online guest comments (included but not limited to Trust You surveys, Tripadvisor etc)
• Fills in each guest profile in Opera PMS with these comments for future stays.
• Maintains a thorough knowledge of the city to assist guest whenever is required (Restaurants, tourist sites etc) during the pre-calling/ pre-arrival email activity.
• Pre-calls all transient arriving guests in accordance with pre-calling SOP.
• Assemble TOP VIPs guest s profiles (Show me you Know me) and distribute across the hotel prior to arrival.
• Monitors guests birthdays and sends birthday online cards.
• Prepares the necessary information, reports, and monitors their activities throughout the day.
• Updates guests preference and relevant information in Opera
• Extend all efforts to collect guests email address, telephone number and address prior guest s arrivals.
• Pre research guest s profiles, status and required information in order to personalize their stay.
• Follow any special guest room decorations and make sure they are properly done.
• Ensures VIP rooms are pre-checked and inspected. The same will apply to special occasion requests and set ups.
• Coordinates the preparation and organization of all welcome / welcome back amenities and amenity process for all arriving and in-house guests.
• Ensures that flower arrangements and/or beverages and/or pastry products are ordered, if necessary or requested, and are placed in guest room in a correct and timely manner.
• Escort Arriving Guests to their room and conduct rooming as per RD-FO-SOP-011.
• Ensures that all the departments follow the information provided in traces; guest profile notes and emails are executed.
• Organizes the execution of the special preferences and amenities to all guests in a timely manner.
• Ensures that all pertinent information is provided to (future) guests and associates.
• Ensures that all communication with (future) guests and associates is complete, accurate, engaging and positive.
• Maintains confidentiality of all guest information.
• Attends daily briefing and communicates all challenges and successes with the rest of the team.
• Promptly, accurately and consistently reports all guest complaints and how they were solved.
• Attends designated meetings.
• Ensures and emphasizes prompt solutions and reporting of any guest concerns and challenges during the shift. Ensures that any challenges (Guest concerns or associate concerns) are communicated or escalated.
• Performs all tasks as detailed in daily task list.
• Maintains cleanliness and tidiness of work area at all times.
• Participates in related project teams.
• Positively impacts on the hotel revenue by up-selling techniques and pre-calling arrival activities for guests.
• 100% compliance with all mandatory training.
• Update the information of VIP arrivals for the next day and prepare the weekly one. To be sent daily around or before noon. Update Rosewood Daily report.
• Send the amenities catalogues to the guest according to the requests.
• Ensures each special program is highlighted and recognized. (SAG, Amex, Elite, Expedia, etc.)
• Collect preferences daily and enter into our guest profiles.
• Ensure Lobby Coverage and perform Lobby Host Duties.

Standard Responsibilities

• Comply and adhere to the Rosewood company policies.
• Take on other tasks in addition of the ones stated, in a reasonable framework.
• Be a Brand Ambassador at all times and ensure brand integrity and clarity are always maintained.
• Model the company s culture, vision, mission, and core values at all times.
• Display hospitality skills when dealing with guests and associates.
• Ensure high standards of personal presentation and grooming.

Confidentiality

Whist working at Rosewood Doha, You will have access to a wide variety of confidential information concerning the company, guests and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests and associates, unless otherwise stated.