Guest Relations Agent

SCOPE

The incumbent in this position is responsible for – under the management of the Guest Relations Manager and taking into account the established standards – supervising and leading all areas of the Guest Relations.

OVERALL OBJECTIVES

The job of Guest Relations Agent is executed satisfactorily when:

• LQA (Leading Quality Assurance) audit results are 85% and above.
• CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.
• Hotel and Outlets are promoted.
• Guest complaints are minimized and if occur followed up efficient and are reported to Guest Relations Manager and Operations team.
• In case of operational need, the Guest Relations Agent helps with reception duties.

Key Responsibilities

MAIN RESPONSIBILITIES

• Carry out all administrative duties in co-operation with Guest Relations Manager.
• Daily checks on the VIP lists and ordering of corresponding activities.
• Monitor and check the costs of VIP treatments.
• Be responsible for VIP Policy and ensure it is implemented fully.
• Liaise with all departments check all guest requirements and ensure that these are executed on day of arrivals.
• Ensure that all guest comments and complaints are attended to and that all complaint reporting is carried out and recorded.
• Be fully conversant with all hotel activities and promotions.
• Attend to daily guest requirements and enquires and help guide them with all necessary arrangements.
• Update guest profiles and check the existing one.
• Support the Guest Relations Manager in task such as appointment, employee training assessment of performance, induction training, and consultation, if necessary, dismissals, in order to guarantee appropriate occupation of posts and productivity.
• Ensure good co operation and regular exchange of information with all departments, such as the Front Office Manager.

Skills, Knowledge and Expertise

• Turkish nationality is must
• BA or BS degree preferably in related field
• Minimum of 1 year experience in Front Office or Guest Relations preferably in an international five star hotel
• Food & Beverage and Sales experience is a plus
• Excellent oral and written skills both in Turkish and English 
• Additional language – beneficial
• Include the skills the candidate must have to fill this 
• position
• Supervisory skills
• Luxury Hotel Experiences 
• Good Communication skills
• Knowledge of hotel operations & Computer systems
• General knowledge of tourist and business related information
• Knowledge of hotel products and services
• Knowledge of VIP welcoming protocol
• Proficiency in Microsoft Office (Word, Excel and PowerPoint)
• Preferably advanced knowledge of Opera
• Basic knowledge of Micros
• To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:
• People Oriented
• Passionate for European luxury
• Entrepreneurial
• Straightforward
• Flexible
• Self contained
• Motivated
• Pro-active
• Organized
• Responsible
• Patient
• Customer Service Orientation
• Cross Cultural Sensitive
• Teamwork / Cooperation minded
• Quality oriented
• Courteous
• Friendly and caring
• Natural sense for luxury

Read Full Description