Guest Relation Agent

Job Description

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Hotel Brand: InterContinental
Location: Jordan
Hotel: Amman (Jordan) (AMMHA), Islamic College Street, P.O. Box 35014
Job number: 111767

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Key Responsibilities
Enhances personal recognition and prompt attentions to guests from their arrivals through their departure. Checking guest profile Preparing guest registration card Calling guest by name Escorting the guest to his room upon arrival. Calling guest during his stay Biding farewell upon departure
Provides VIPs and SCC members the specials treatment they except. V 1 level V 2 level V3 level V4 level SCCs treatment SCCe treatment SCCa treatment First timer treatment B.woman treatment
Updates Guest History files on a regular basis. Updating guest preferences Updating guest profile Updating VIP levels Updating guest remarks(GSS)
Reviews next day’s arrivals for unsuspected VIPs Checking next day arrivals for unexpected VIPs
Prepares and supervises the distribution of guest amenities, welcome letters and fruit baskets. Preparing SCC welcome letter Preparing first timers welcome letter Preparing club floor welcome letter Preparing pull out form
Escorts SCCMs and VIPs to their allocated rooms. Escorting SCC members Escorting first timers Escorting top VIPs
Plans for unexpected VIP arrivals Preparing amenities for unexpected VIP arrivals Attends to guest’s need, queries and requests promptly. Attends to guest need Attends to guest queries Promotes hotel facilities whenever possible. Handles guest complaints immediately and follows up on action thoroughly Assists in compiling and analyzing departmental expenditures. Reports daily activities in logbook. Reporting in log book GR check list Inspects amenities set up in guestrooms. Checks guest room Abides set standards of conduct, dress, appearance and posture. Maintains effective employee relations within the Guest Relations Department. Complies with hotel’s Health, Safety & Hygiene policy. Complies with hotel health Complies with hotel safety Complies with hotel hygiene Performs related duties and special projects as assigned.
Customer Service
Demonstrate service attributes in accordance with industry expectations and company standards including: + Being attentive to Guests
+ Accurately and promptly fulfilling Guests requests
+ Anticipate Guests needs
+ Maintain a high level of knowledge which affects the Guest experience
+ Demonstrating a ‘service’ attitude
+ Taking appropriate action to resolve guest complaints
Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers
Health, Safety and Security
Demonstrate understanding and awareness of all company policies and procedures relating to Health, Hygiene and Fire Life Safety and ensure your direct reports do the same
Familiarize yourself with emergency and evacuation procedures
Ensure all security incidents, accidents and near misses are logged investigated and rectified to prevent future catastrophes
General
Comply with the Company’s Corporate Code of Conduct
Familiarize yourself with the company values and model desired behaviors
Perform tasks as directed by the Manager in pursuit of the achievement of business goals