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Job Description
Roles & Responsibilities
The incumbent in this position is responsible for - under the management of the Guest Relations Manager and taking into account the established standards - supervising and leading all areas of the Guest Relations.
- Carry out all administrative duties in co-operation with Guest Relations Manager.
- Daily checks on the VIP lists and ordering of corresponding activities.
- Monitor and check the costs of VIP treatments.
- Be responsible for VIP Policy and ensure it is implemented fully.
- Liaise with all departments check all guest requirements and ensure that these are executed on day of arrivals.
- Pre check all guest requirements three days prior to arrival and again the day before.
- Pre check all VIP arrival rooms and ensure that all rooms are clean and ready upon check in.
- Greet arrivals and escort all Guests to the rooms or suites.
- Ensure that all guest comments and complaints are attended to and that all complaint reporting is carried out and recorded.
- Be fully conversant with all hotel activities and promotions.
- Attend to daily guest requirements and enquires and help guide them with all necessary arrangements.
- Prepare all VIP amenities forms and distribute accordingly.
- Update guest profiles and check the existing one.
- Maintain tidiness in the building and clothing in the department.
- Support the Guest Relations Manager in task such as appointment, employee training assessment of performance, induction training, and consultation, if necessary, dismissals, in order to guarantee appropriate occupation of posts and productivity.
- Represent the Guest Relations Manager at meetings.
- Ensure good cooperation and regular exchange of information with all departments, such as the Front Office Manager.
- Joint responsibilities for maintaining standards, revise these regularly and guarantee that these are upheld by targeted training.
- Hold regular meetings within the department (performance review, information, proposals for improvement)
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
Desired Candidate Profile
NATIONALITY: Egyptian
EDUCATION: Hotel Apprenticeshipbr> Higher College Education
EXPERIENCE: To fill the position, one of the following is required:br>Minimum of 1 year experience in a Front Office position preferably in an international five-star hotelbr>Food & Beverage experience is a plus
LANGUAGE: Ability to work and communicate in a multinational environment:br>Local language excellent oral and written skills (as applicable)br>English excellent oral and written skillsbr>Additional language - beneficialbr> COMPETENCIES: Include the skills the candidate must have to fill this br>position:br>Luxury Hotel Experiences br>Good Communication skillsbr>Knowledge of hotel operations & Computer systemsbr>General knowledge of tourist and business-related informationbr>Knowledge of hotel products and servicesbr>Knowledge of VIP welcoming protocolbr> TECHNICALbr>COMPETENCIES: Computer literacy adapted to the field of training:br>Microsoft Office (Word, Excel and PowerPoint)br>Good knowledge of Operabr>Basic knowledge of Microsbr> INDIVIDUAL br>CHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:br> People Orientedbr>Passionate for European luxurybr>Entrepreneurialbr>Straightforwardbr>Motivating othersbr>Planning/ Organizationbr>Problem solvingbr>Flexibilitybr>Concern for qualitybr>Initiativebr>Results orientedbr>Teamwork / Cooperationbr>Interpersonal skillsbr>Customer service orientationbr>Oral and Listening Skillsbr>Good writing skillsbr>Friendly and caring attitudebr>Self-controlledbr> OTHER SKILLS: Additional language (French - Spanish - German), Problem solving, Friendly and caring attitude, Straightforward and Customer service orientationbr>
EDUCATION: Hotel Apprenticeshipbr> Higher College Education
EXPERIENCE: To fill the position, one of the following is required:br>Minimum of 1 year experience in a Front Office position preferably in an international five-star hotelbr>Food & Beverage experience is a plus
LANGUAGE: Ability to work and communicate in a multinational environment:br>Local language excellent oral and written skills (as applicable)br>English excellent oral and written skillsbr>Additional language - beneficialbr> COMPETENCIES: Include the skills the candidate must have to fill this br>position:br>Luxury Hotel Experiences br>Good Communication skillsbr>Knowledge of hotel operations & Computer systemsbr>General knowledge of tourist and business-related informationbr>Knowledge of hotel products and servicesbr>Knowledge of VIP welcoming protocolbr> TECHNICALbr>COMPETENCIES: Computer literacy adapted to the field of training:br>Microsoft Office (Word, Excel and PowerPoint)br>Good knowledge of Operabr>Basic knowledge of Microsbr> INDIVIDUAL br>CHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:br> People Orientedbr>Passionate for European luxurybr>Entrepreneurialbr>Straightforwardbr>Motivating othersbr>Planning/ Organizationbr>Problem solvingbr>Flexibilitybr>Concern for qualitybr>Initiativebr>Results orientedbr>Teamwork / Cooperationbr>Interpersonal skillsbr>Customer service orientationbr>Oral and Listening Skillsbr>Good writing skillsbr>Friendly and caring attitudebr>Self-controlledbr> OTHER SKILLS: Additional language (French - Spanish - German), Problem solving, Friendly and caring attitude, Straightforward and Customer service orientationbr>
Company Industry
- Hotels
- Hospitality
Department / Functional Area
- Chefs
- F&B
- Housekeeping
- Front Desk
Keywords
- Guest Relations Agent
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