Guest Relation Agent – Female Only

18 سبتمبر، 2022

0 3 2 دقائق

الوصف الوظيفي

Gust Relation Agent

1 BASIC FUNCTION

Strong accent is to be given to the hospitality towards the guest. This is ensured through maximum
recognition and attention from arrival through departure. He/she is the “haven” for all sorts of problems that
might occur to guests and therefore the first problem solver. This involves a high degree of accurate
communication skills between the departments involved.
Close co-ordination between all involved departments, e.g. Front Office, Housekeeping, Recreation as well
as Food and Beverage regarding regular and especially irregular guest needs.
Assisting his/her supervisor in implementing, supervising and adhering to the Operational Standards as well
as the Hotel’s internal procedures for guest treatment.
2 SCOPE
Must be thoroughly familiar with Front Office and Recreation procedures as well as with related Mövenpick
Operational Standards. He/she recognises arising guest problems and complaints early enough to satisfy the
guest as early as possible to reach the target of “zero complaints”.
 Organisation of Repeat Guest filing
administration
 Up-keeping of Hotel/Guest Information
booklets and pamphlets.
 Co-operation with hotel’s Housekeeping and
Front Office
 Awareness of outside activities/recreation etc.
The following duties within frame of work:
1. Guest Satisfaction
2. Co-ordination of Information
3. Organisation Repeat Guest Cocktails
4. Personalised Welcome/Farewell
5. General
3 RESPONSIBILITY & AUTHORITY
Internal: Works in harmony with related staff, General Manager (for Info), FO Manager (for guest history,
CIP/VIP's)
External: Clients of the hotel.
Materials: –
More detailed duties and responsibilities are listed attached in form of a checklist and are not meant to be
complete. Local legislation and requirements may ask for adaptation and amendments. To fulfil the duties
the jobholder is given the relevant authority to reach the goals by the General Manager of the hotel operation

GENERAL
a) Ensures maximum guest satisfaction through
personal recognition and involvement with repeat
guest.
b) Ensures that our repeat guests and any other
CIP/VIP clients receive personalised treatment and
services, such as:
 Pre-registration at Front Office
 Personal welcome letter
 VIP guest amenities
 Fulfil special wishes and recognise needs in advance
 Pick-up airport, when needed/requested
 Personal welcome and escorting guest to his/her
room
 Flight ticket confirmation
 Info about sight seeing and relevant booking
procedures
 Contacts on regular basis during stay
 Presentation of VIP, if not already known, to General
Manager
c) Developing and implementing on-going guest
contacts through: seasons greetings, birthdays,
special events, mailing info about activities.
d) Maintains a specialised guest history data file.
e) Checks VIP/CIP list to check: room allocation
amenities, extensions, unexpected departure, late
check-out etc.
f) Plans, arranges and co-ordinates Repeat Guest
cocktails on regular basis.
g) Promotes in-house facilities and special events and
activities such as: special menus, parties, tours, etc.
to generate additional revenue.
h) Familiarises Travel Agents and Fam Trips with the
Hotel product through an organised hotel tour:
organises rooms to show, sales kits, welcomes
people, informs GM/EAM, collection of business
cards, joins for dining/cocktail, wishes them
farewell upon departure, prepares follow-up letter
together with EAM.
i) Supervises children activity programs and assists
whenever required, in co-ordination with the
Recreation department.
j) Attends in-house information cocktails organised
from Tour Operators for our guests for information purposes.

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