Guest Relations Agent

il y a 14 heures

Basta et Tahta, Beyrouth, Liban Kempinski Hotels Temps plein 15 000 £LB - 25 000 £LB par an
Guest Relations Agent

Department: Rooms Division, Front Office & Guest Services

Employment Type: Permanent - Full Time

Location: Lebanon - Beirut


Description The Lady/Gentlemen in Red is an iconic symbol of Kempinski and is in essence the Hotel Ambassador (or First Lady). As an extended arm of the General Manager she welcomes, meets and farewells hotel guests and is responsible for the communication with all guests providing highest quality service standards. The Lady in Red is empowered to take immediate decisions in respect to guest well being.

Key Responsibilities
  • Communication of hotel & company philosophy and internal hotel representation.
  • Have an in-depth knowledge of the hotel and the geographical layout of the city / surroundings.
  • Knowledgeable about all VIPs in-house, hotel functions and special events.
  • Collect as much feedback information on VIPs as possible (on daily basis) by checking e.g. Google, Opera PMS company wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile.
  • Welcome, facilitate and bid farewell to as many guests as possible.Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.
  • Liaise with FOM and GM, to prepare tailor made guest itinerary for Top VIP's when appropriate and coordinate VIP greetings and departures – ahead of time.
  • Obtain as much information about a guest's stay to be entered in the guest history.
  • Welcome visitors to the hotel, assist with general information, internal promotions and directions.
  • Handle guest complaints and requests in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.
  • Maintain a record of all complaints and requests, follow up and inform concerned operating departments.
  • Perform special projects and related duties as assigned.
  • Walk throughout the hotel recognizing guests and engage with them appropriately.
  • Attend & participate in daily briefings as scheduled.
  • Report potential and existing hazards and rectified immediately.
  • Provide information to all guests regarding the services and possible internal promotions of the hotel.
  • Senior Management on any unusual circumstances that might affect guest service and expectation.
  • Take decisions on upgrades / comps / rebates etc. as per stipulated hotel policies and procedures.
  • Participate in training programmes.
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

Skills, Knowledge and Expertise
Education: Hospitality Management or related field
Experience:
  • Minimum of 1 year experience in a Front Office position preferably in an international five star hotel
  • Food & Beverage experience is a plus

Competencies: Include the skills the candidate must have to fill this position:
  • 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

Technical Competencies: Computer literacy adapted to the field of training:
  • Microsoft Office (Word, Excel and PowerPoint)
  • Good knowledge of Opera
  • Basic knowledge of Micros
Languages:
  • Local language – excellent oral and written skills (as applicable)
  • English – excellent oral and written skills
  • Additional language - beneficial
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
  • Motivating others
  • Planning/ Organization
  • Problem solving
  • Flexibility
  • Concern for quality
  • Initiative
  • Results oriented
  • Teamwork / Cooperation
  • Interpersonal skills
  • Customer service orientation
  • Oral and Listening Skills
  • Good writing skills
  • Friendly and caring attitude
  • Self controlled

  • Security Agent

    il y a 2 semaines

    Basta et Tahta, Beyrouth, Liban Kempinski Hotels Temps plein 12 000 $US - 24 000 $US par an

    Security AgentDepartment: SecurityEmployment Type: Permanent - Full TimeLocation: Lebanon - BeirutDescription Ensure the safety and security of our premises, assets, staff, and visitors. The security officer's responsibilities include patrolling the premises, setting up security controls, monitoring property access, investigating suspicious behavior, and...

  • Front Office Agent

    il y a 6 jours

    Basta et Tahta, Beyrouth, Liban Kempinski Hotels Temps plein 20 000 £LB - 40 000 £LB par an

    Front Office AgentDepartment: Rooms Division, Front Office & Guest ServicesEmployment Type: Permanent - Full TimeLocation: Lebanon - BeirutDescription The incumbent in this position is responsible for checking-in and checking-out Hotel guests in a friendly and caring manner according to the Kempinski procedures and Leading Quality Assurance (LQA)...