Guest Relation Agent at IHG Career

Amman, Amman, Jordan -

Full Time

Start Date

Immediate

Expiry Date

11 Oct, 26

Salary

0.0

Posted On

13 Jul, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Relations, Customer Service, VIP Handling, Complaint Resolution, Guest Profile Management, Interpersonal Communication, Attention to Detail, Hospitality Management

Industry

Hospitality

Description

Key Responsibilities * Enhances personal recognition and prompt attentions to guests from their arrivals through their departure. * Checking guest profile * Preparing guest registration card * Calling guest by name * Escorting the guest to his room upon arrival. * Calling guest during his stay * Bidding farewell upon departure * * Provides VIPs and SCC members the specials treatment they except. * * V 1 level * * V 2 level * * V3 level * * V4 level * * SCCs treatment * * SCCe treatment * * SCCa treatment * * First timer treatment * Updates Guest History files on a regular basis. * * Updating guest preferences * * Updating guest profile * * Updating VIP levels * * Updating guest remarks(GSS) * * Reviews next day’s arrivals for unsuspected VIPs * * Checking next day arrivals for unexpected VIPs * Prepares and supervises the distribution of guest amenities, welcome letters and fruit baskets. * Preparing SCC welcome letter * Preparing first timers welcome letter * Preparing club floor welcome letter * Preparing pull out form * Escorts SCCMs and VIPs to their allocated rooms. * Escorting SCC members * Escorting first timers * Escorting top VIPs * Plans for unexpected VIP arrivals * Preparing amenities for unexpected VIP arrivals * Attends to guest’s need, queries and requests promptly. * Attends to guest need * Attends to guest queries * Promotes hotel facilities whenever possible. * Handles guest complaints immediately and follows up on action thoroughly * Assists in compiling and analyzing departmental expenditures. * Reports daily activities in logbook. * Reporting in log book * GR check list * Inspects amenities set up in guestrooms. * Checks guest room * Abides set standards of conduct, dress, appearance and posture. * Maintains effective employee relations within the Guest Relations Department. * Complies with hotel’s Health, Safety & Hygiene policy. * Complies with hotel health * Complies with hotel safety * Complies with hotel hygiene * Performs related duties and special projects as assigned. Customer Service * Demonstrate service attributes in accordance with industry expectations and company standards including: Being attentive to Guests * Accurately and promptly fulfilling Guests requests * Anticipate Guests needs * Maintain a high level of knowledge which affects the Guest experience * Demonstrating a ‘service’ attitude * Taking appropriate action to resolve guest complaints General * Comply with the Company’s Corporate Code of Conduct * Familiarize yourself with the company values and model desired behaviours * Perform tasks as directed by the Manager in pursuit of the achievement of business goals

Responsibilities

The Guest Relation Agent is responsible for enhancing the guest experience from arrival to departure, specifically focusing on VIP and SCC member treatment. Key duties include managing guest profiles, coordinating amenities, and resolving guest complaints promptly.