The position requires relocation to Shchuchinsk, Akmola region.
Housing is provided for relocating candidates.
JOB TITLE: Guest Relations Agent
DEPARTMENT: Rooms Division / Guest Relations
INSPIRED AND SUPPORTED BY: Guest Relations Manager
LOCATION: Rixos Borovoe Hotel is a luxury Resort property of Accor family and is surrounded by the pine trees of the Borovoe National Park and located on Shchuchye Lake (Shchuchinsk, Kazakhstan).
POSITION PURPOSE: Serves as the property representative overseeing and cooperating with all-property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest-related situation. Manages the flow of questions and directs guests within the Lobby / Hotel and handles the tracking of service issues and guest feedback. Ensures that all hotel guests and visitors are provided with professional and customer-focused service, ensuring their stay will become a memorable experience.
KEY RESPONSIBILITIES & CONTRIBUTION:
Maintaining Guest Relations and Front Desk Goals
- Maintain effective communication with all related departments (including Housekeeping, Food & Beverage, Royal Service, Reservations and Sales and Conference Services) to ensure a smooth service delivery
- Maintain high visibility in public areas during peak times
- Ensure service standards are met and exceeded i.e., Perfect Arrival, Perfect Departure, anticipation of guest needs, up selling, scheduling, payroll, etc
- Extend personal service and attention to all guests, with particular emphasis to VIP guests
- Liaise with the F&B team to ensure proper communication of amenities and guest requests
- Develop the reputation, customer loyalty and market standing of the hotel by providing a high level of customer care, assistance and recognition
- Ensure that the correct arrival, check-in procedures and escorting of all guests to rooms are applied
- Ensure that on the day subsequent to arrival and day prior to departure, all guests identified as VIP’s, are contacted by a member of the Guest Relations Team
- Check all VIP rooms with treatments prior to arrival times to ensure that the correct treatments and housekeeping standards are correct.
- Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time. Handling guests' mails, messages, and answering of phone calls.
- Handle guests' complaints and comments tactfully and efficiently, settle disputes, and resolve grievances and conflicts, or otherwise negotiate with others. Responsible for ensuring that all guest issues/complaints receive prompt action and follow up and are communicated effectively to all relevant areas
- Promote Inter-Hotel sales and in-house facilities according to departmental standards to maximize revenue
- Ensure that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognize performance, and produce desired results
- Maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed
REQUIRED and WHAT MAKES YOU EXTRAORDINARY FOR THIS ROLE:
- Minimum 1 year-experience in a hospitality industry (premium and luxury hotels & resorts experience preferred)
- Knowledge of Front Office Procedures and Guest Feedback Tools & Systems (e.g., TrustYou, Medallia) is an asset
- Knowledge of Front Office systems (Micros Fidelio/Opera) is an asset, and knowledge of Microsoft Office Applications
- Proficiency in Russian and English, Kazakh language will be an advantage
- Excellent interpersonal and communications skills, a team player & builder with an eye for detail, and commitment to doing everything you can to get it right first time for our guests and colleagues
- Highly organized, result oriented with the ability to be flexible with hours, days off, assignments and additional duties
