Guest Experience Agent

• To ensure all welcoming, problem handling and departure procedures are carried out & adhered to as per brand standards & established hotel standards and procedures.

• Greet all guests personally & ensure that all guests receive a speedy, efficient check-in and checkout.
• To ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• To ensure  Club members, VIPs, repeat guests consistently receive all benefits,  and  special recognition and service
• Review arrival lists and dossiers for all arrivals and VIPs , amenities, and special requests
• Inspects all VIP rooms prior to arrival
• Oversee maintenance of efficient repeat guest history system
• In-house facilities
• Perform such functions as to include:

                  I.        Enrollment to IHG Reward Program

                 II.        Priority Club and regular guest welcome letters

                III.        Attending to special requests of guests

• Handling of direct inquiries relating to the operation of the hotel.
• Ensure all data are maintained as per procedure
• To reply to all guests complaints or queries
• To keep all records of guest satisfaction up to date
• Personally greet all clients entering the hotel and accompanying them to either the lift, conference rooms or  F&B outlets e.g restaurant.
• Talk with client to ensure satisfaction with their stay or function or any activity the client attended.
• Follow-up with client after event /lunch/dinner etc..to ensure that all was satisfactory, that they were properly treated, and to thank them again.
• To record all requests/complaints of clients, handle the problem and ensure that the  guest is satisfied.
• To monitor on a daily basis the Guest Satisfaction.
• Respect established/ agreed time parameters in service, and provide a professional, discreet and personalized service at all times to all guests and visitors. Ensures guests’/ visitors’ satisfaction at all times
• To ensure that all operating equipments used under the Guest Relations Section are in good working conditions at all times, and report any damages to immediate superior
• To adhere to all IHG brand standards procedures.
• Help guest to book excursions, taxi and tour.
• To liaise with other department to resolve any guest problem.
• To keep accurate records of guests requests and complaints and the problem handling process.
• Perform any duties and tasks entrusted to you within the framework of your category, according to your skills and competencies

• Customer Service

• Demonstrate service attributes in accordance with industry expectations and company standards to include:-
• Being attentive to guests.
• Accurately and promptly fulfilling guest requests.
• Understand and anticipate guest needs.
• Maintain a high level of knowledge which will enhance the guest experience.
• Demonstrate a service attitude that exceeds expectations.
• Take appropriate actins to resolve guests complaints
• MUST HAVE
• Fluency in both written and oral  English & French
• Able to work on shift