Guest Relation Agent

Job Description

Job description / Role

Guest Relation Agent

As a Guest Relation Agent with Fairmont Hotels & Resorts, your job is to execute the Service Promise to our Guests through the proper training provided and the Brands' Service Essentials. In order to deliver on this promise, it all starts with the right attitude and a smile!

Hotel Overview: Makkah Clock Royal Tower, A Fairmont Hotel, is located only a few steps away from the Masjid Al Haram and the Holy Ka'aba. This 76-story hotel, one of the world's tallest, is the focal point of the Abraj Al Bait Complex, part of the King Abdul Aziz Endowment Project, is the iconic symbol of hospitality in the Holy City. The hotel authentic hospitality is seen throughout 1618 guest rooms and suites are thoughtfully and elegantly appointed-with extravagant amenities and five-star services that allow for peaceful reflection and repose .

Responsibilities:

Reporting to Guest Relations Manager, responsibilities and essential job functions include but are not limited to the following:

– Coordinate with Front Office, Housekeeping and In Room Dining to ensure room preferences are honored so that Arrival, Stay and Departure experience is a seamless experience.
– Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, address the guest by name, and listen carefully to understand requests, respond with appropriate action and provide accurate information such as outlet operating hours, hotel's lay-out, activities taking place and local attractions.
– Responsible in consolidating guest interview statistics and general comments.
– Conduct guest relations courtesy calls.
– Meet and escort arriving guests ensuring that their needs are satisfied and that they are checked-in in a courteous and efficient manner.
– Contact/Meet Guests during their stay and assist with any needs that arise.
– Drive and champion Fairmont President's Club program.
– Conduct regular inspection of rooms and liaise with housekeeping or engineering on deviation from standard set-ups.
– Review all Group Resumes, VIP reports, daily business reports.
– Perform registration process by obtaining data from guest and by observing the established guidelines.
– Resolve guest complaints.
– Implement repeat guests and other related programs as well as updating guest profile with pertinent information and general comments.
– Review all Fairmont President's Club /VIP guest incidents and ensure proper follow up is completed with the relevant departments.
– Take ownership in servicing our Fairmont President's Club members.
– Ensures that all Front Office Standards Operating Policies & Procedures are adhered to.
– Ensures that preferences are collected for guests regularly.
– Review all Group Resumes, VIP reports, daily business reports.
– To support the Concierge or Royal Service agent as required.
– Comply at all times with Fairmont standards and regulations to encourage safe and efficient hotel operations which include but are not limited to Front Office policies and Accounting policies.
– To be able to act with initiative, planning for the future and possible consequences. Being pro-active in getting things done and exceeding expectations of both guests and colleagues where possible.
– Uses Royal Service Manager as the main method of communication throughout the department as required for communication.
– Adheres to and executes all job task checklist points.
– Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag while working.
– Be familiar with hotel services and promotions and promote them.
– Take and deliver accurate and timely guest messages.
– Respond to queries positively.
– Follow department policies, procedures and service standards, including all safety policies