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Guest Relations Agent - Hilton Abu Dhabi Yas Island
وصف الوظيفة
A Guest Relations Agent directly addresses the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs in order to ensure an exceptional Guest experience. You will be responsible for managing first impressions, meeting and greeting guests, serving as the main point of contact for VIPs, and ensuring high levels of customer service are maintained in the Reception, Lobby, and Executive Lounge areas.
المسؤوليات
- Meet, greet and direct Guests who enter the lobby area
- Serve as the main point of contact for VIP Guests
- Seek verbal feedback from customers on a regular basis
- Serve as a point of contact for long-stay Guests of 14 days or longer
- Manage, record and resolve promptly Guest or customer complaints
- Ensure a very high level of customer service is constantly maintained
- Demonstrate a thorough understanding of all facilities and services
- Identify opportunities for up-selling and promoting
- Communicate with the Executive Lounge Manager regarding loyal Guests
- Maintain good communication and work relationships in all hotel areas
- Attend all Reception meetings and Executive Lounge Meetings
- Comply with hotel security, fire regulations and all health and safety legislation
- Assist with other departments as necessary
المؤهلات
- Ability to listen and respond to demanding Guest needs
- Excellent leadership, interpersonal and communication skills
- Accountable and resilient
- Commitment to delivering high levels of customer service
- Ability to work under pressure
- Flexibility to respond to a variety of different work situations
- Previous experience in a customer service function or similar role (advantageous)
- High level of IT proficiency