Guest Relations Agent ACCOR

Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of

Guests.

Keep Mis-en-place ready for VIP arrival (Reg.-cards, room keys, welcome drink)

Register and process check in/out for all VIPs guests efficiently and professionally.

Escort VIP gussets to their rooms.

Update guest information into the computer after a complete check in.

Accountable for cashiering duties, foreign exchange transactions, night audits tasks and

settlement upon Guests departure.

Handles walk in counter reservation at all times and process call in reservation when room

reservations section is closed

Provide friendly sand courteous service to guest and respond promptly to all requests and

inquiries at all time

Resolve guests complaints/ requests and liaise with the department concerned to ensure

immediately follow up

Handle issuance of guest room key cards and ensure effective control for guest security.

Ensure that all messages, mails and packages are delivered to the guest room.

Assist at the Information counter, Foreign Exchange and Business centre, as and when

assigned.

Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle

each.

Maintain continuous contact with hotel guest to ensure that any problem or complain are

handle efficiently & courteously.

Follow up with Bell desk regards shuttle Bus.

Daily courteous calls to VIP rooms, so too with other guests.

Report any unusual occurrences or requested to manager.

Be aware of the hotel accident Prevention Policies.

Ensure the cleanliness and neatness of front office area.

Review log book, verify outstanding and follow up pending. Identify if any special assignment

for the day

Check Hotel situation, occupancy, functions, groups, VIPs.

Re-announce VIP rooms to Housekeeping and F&B departments.

Check if all departure details for the day have been taken, as well as for the next day.

To arrange for bouquets, cake and cards in case of guest s anniversary and birthdays.

Check VIP rooms after amenities are placed.

Coordinate with the lobby manager regards arrival & departure transport arrangements for the

day.

File daily guest relations report and documents systematically.

At the end of the shift or the day, he has to communicate all information that the next shift has

to know for a well running of the operations.

Co-ordination and information with the Front Office, Housekeeping, F&B and especially with

the General Manager regarding MIPs and VIPs.

Reviews Guest Comments daily and takes contact if necessary and possible with the guest for

direct action.

To effectively handle all guest complaints concerning the Front Office in co-ordination with the

Front Office Manager, taking corrective action to prevent recurrence and convert the guest

into a repeat customer. Co-ordinate proper actions with other departments, informs General

Manager where necessary.

University Degree in Hotel Management , fresher or a minimum of 1 year experience in a similar role in a 5 star hotel.