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Guest Relations Agent
Jordan Valley Marriott resort & Spa Dead Sea - Jordan
To provide professional and personalised service to all guests specifically VIP’s, Club Elite members, long stay guests and repeat guests. To provide recognition and consistency to achieve guest satisfaction.
Key areas of responsibilities:
1)Be able to perform all the duties of a receptionist/cashier
2)Escort arriving guests to their rooms and be able to explain and promote all hotel services.
3)To practice gracious hospitality and promote goodwill by being friendly, courteous and helpful to all guests, managers and fellow associates at all times.
4)Work flexible hours on a shift basis in accordance with the departmental rota.
5)Due to the nature of our business understand that work schedules and demands of the position may vary from time to time.
6)Have knowledge of hotel rates, packages, discounts and vouchers.
7)Adhere to the hotel credit policies and cash handling procedures.
8)Have sound knowledge of room types and locations within the hotel.
9)Always use the correct telephone etiquette.
10)Be able to perform all Business Centre duties and cover the Business Centre in accordance to the departmental rota.
11)Ensure that a good relationship is kept with all other departments.
12)Perform any reasonable request made by management.
13)Handle any guest problems or complaints in a professional and hospitable manner. Ensure they are resolved and followed through using the LEARN process.
14)Actively participate in and support the Guest Response program.
15)Understand the Hotel’s Fire and Safety procedures. Undergo fire training every quarter.
16)Maintain high standards of personal hygiene and wear proper uniform at all times. Adhere to the hotel’s grooming standards as stated in the associate handbook.
17)Have a thorough knowledge of the Hotel PMS system, telephone systems, vingcard key system, Guestlink, PDQ and pagers. Know who to report hardware and software problems to.
18)Recognise VIPs by using PMS and Guestware.
19)Allocate VIP rooms prior to arrival striving to fulfil guest preferences.
20)Liase throughout the shift with Front Desk Manager and Rooms Controller.
21)Inspect VIP rooms prior to arrival for gift display and cleanliness.
22)Room all arrivals.
23)Liase with Room Service and Housekeeping regarding preparation for VIP rooms.
24)Maintain repeat guest profiles and records.
25)Check correspondence daily via cc: mail and pigeonhole, file accordingly and use to prepare daily VIP sheet.
26)Ensure long stay guest receive regular gifts.
27)Provide courtesy calls to all new arrivals in the evening to ensure guest satisfaction.
28)Answer by letter, Guest Satisfaction Surveys and Guest Alerts.
29)Communicate VIPs at 9am stand up meeting.
30)Provide information on VIPs at shift brief.
31)Participate and provide 15-minute training for Front Desk and Concierge.
32)Participate in Service Excellence checks.
33)Be visible in the lobby.
34)Have basic knowledge of inventory and budget for Guest Relations.
35)Assist with compiling the Guest Relation quarterly report.
•Ability To Work Under Pressure
•Very Good English
•Preferably speaks another language
About This Company
Luxurious surroundings, majestic views, incredible sunsets - this is the Jordan Valley Marriott Resort & Spa. Relax and rejuvenate at this stunning resort tucked between the mountains and the Dead Sea near ancient, sacred sites such as Mount Nebo and the Jordan River. Our staff will pamper you and our amenities will leave you wishing to stay longer. Almost every guest room features a view of the Dead Sea, as well as comforts such as individual climate control, mini-bar and luxurious bedding. Tempting dining options include Il Terrazzo for Italian, Jo's Steakhouse (fall & winter months), Cascades BBQ (spring)and beach and pool bars for casual moments. For recreation, choose from our tennis court, 3 swimming pools with 4 whirlpools, 2 movie theaters, and beach-front terraces for curling up with a good book. At our spa, we offer invigorating treatments using natural elements of the Dead Sea. Our grand ballroom holds up to 600 reception-style and the outside terrace makes your event as memorable as our sunset