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Guest Relations Agent

Kempinski Hotel

Posted on December 10, 2019

2 - 3 years Egypt - Egypt

Any Graduation. Egyptian

Opening 01

Job Description

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Key Responsibilities:

· Have an in-depth knowledge of the hotel and the geographical layout of the city / surroundings.

· Knowledgeable about all VIPs in-house, hotel functions and special events.

· Collect as much feedback information on VIPs as possible (on daily basis) by checking e.g. Google, Opera PMS company wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile.

· Welcome, facilitate and bid farewell to as many guests as possible.

· Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.

· Liaise with FOM and GM, to prepare tailor made guest itinerary for Top VIP’s when appropriate and coordinate VIP greetings and departures – ahead of time.

· Obtain as much information about a guest’s stay to be entered in the guest history.

· Welcome visitors to the hotel, assist with general information, internal promotions and directions.

· Handle guest complaints and requests in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.

· Maintain a record of all complaints and requests, follow up and inform concerned operating departments.

· Perform special projects and related duties as assigned.

· Walk throughout the hotel recognizing guests and engage with them appropriately.

· Attend & participate in daily briefings as scheduled.

· Report potential and existing hazards and rectified immediately.

· Provide information to all guests regarding the services and possible internal promotions of the hotel.

· Senior Management on any unusual circumstances that might affect guest service and expectation.

· Take decisions on upgrades / comps / rebates etc. as per stipulated hotel policies and procedures.

· Participate in training programmes.

Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel

Desired Skills & Qualifications:
Egyptian Nationality.
Ability to work and communicate in multinational environment, including oral and written language skills in Arabic and English; Any Additional languages are a plus.
Operational knowledge of front desk operations.
Luxury hotel experiences.
Communications skills.
Basic knowledge of hotel operations & Computer systems, including Microsoft Office (Word, Excel and PowerPoint) and Opera; Basic Knowledge of Micros is a plus.
Passion for hospitality and the European elegance of service.

Hotels / Hospitality

Chefs / F&B / Housekeeping / Front Desk

Desired Candidate Profile


Guest Relations Agent


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Kempinski Hotel

Beginning its journey in 1897, Kempinski Hotels is Europe’s oldest luxury hotel group. Headquartered in Geneva, the group has a wide collection of distinguished properties all over the world including the UAE (Dubai, Ajman, and Abu Dhabi), Qatar, Saudi Arabia, Egypt, Germany, Indonesia, China, Austria, Thailand, Turkey, and other locations. Each year, Kempinski keeps adding new destinations in the Middle East, Asia, Africa and Europe. Moreover, Kempinski Hotels owns and operates a broad international portfolio of more than 70 Hotels, luxury resorts, business and Spa hotels reflecting the finest and mesmerizing traditions of European hospitality.

The group believes its success completely relies on its diversified team of dedicated and experienced professionals. Kempinski provides numerous exciting and rewarding career opportunities and other benefits such as People Training and Talent Development Programs to ensure a great learning process for its people. It employs over 22,500 employees in more than 30 countries, with an average of 4 million guests every year. The Hotel Group believes that its corporate social responsibilities extend beyond its guests and employees into the communities where it operates.

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