Guest Relations Agent

Job Schedule Full-Time

Job Type Permanent

Brands RIXOS

Job Category Rooms

Location

Rixos Premium Magawish Suites and Villas, Hurghada, Egypt

External Reference REF90360D

Guest Relations Agent

Region Luxury & Lifestyle

Company Description

Join us at Accor, where life pulses with passion! As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo. By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart, Join us and become a Heartist®.

Job Description

• Closely deal with all requests, problems and needs of guests staying at Rixos Hotels Egypt and find solutions to problems, focusing on guest satisfaction.
• Listen attentively to guests to get an effective customer-oriented perspective and handle complaints properly.
• Handle guest complaints and find solutions. Report any problems that take time to solve to his/her immediate and follow-up on the matter.
• Greet guests that will check-in at the reception in coordination with the Front Office Department and, if possible, accompany the guests to their room and call them during the day to ask for any needs they may have.
• Make “Guest Contacts” during the day in an effort to identify the level of guest satisfaction and, if any, complaints, suggestions and problems, and find solutions to these.
• Write down any comments, requests, suggestions and complaints received from guests during the day into the “Through Our Guests’ Eyes” report together with their answers and actions.
• Ask guests to fill out a questionnaire during the day. Assess the results of the questionnaire. Translate them into English and e-mail them to all of the department managers.
• Identify the special days of guests such as bir