Job Description
The Guest Relations Agent will be responsible for ensuring that all VIP guests receive exceptional service and have a memorable stay at our hotel. This includes checking that all rooms meet the highest quality standards, serving as the main point of contact for VIP guests, and creating an unforgettable impression by exceeding their expectations.
The Guest Relations Agent will also be responsible for managing the Guest Relations Desk in the hotel lobby, maintaining current knowledge of hotel products, services, pricing, and special promotional offers, and solving issues related to guests' requests in a sensitive and professional manner.
Additionally, the Guest Relations Agent will check the guest arrival reports in advance of VIP guest check-in, coordinate with Housekeeping and FO Supervisor Team on room allocations for VIP guests, and ensure that guests are served in accordance with the standards of the hotel.
Required Skills and Qualifications
Portuguese and English language skills are required, as well as conflict resolution experience and excellent personal presentation and communication skills. The ideal candidate will also have guest relations experience in the hotel, leisure, and/or entertainment sectors, a proven ability to listen and respond to demanding guest needs, and the ability to multitask while maintaining a positive attitude when working with a VIP guest.
Computer literacy and the ability to navigate through company systems are also essential, as is a passion for delivering exceptional levels of guest service. A professional manner with an emphasis on hospitality and guest service is also required, along with calm, efficient, and organized behavior with great attention to detail.
Finally, the ideal candidate will have excellent written and verbal communication skills, be able to build rapport with guests, and have knowledge of Front Office systems (PMS Software) and Microsoft Windows programs.
Benefits
Our team enjoys a range of exclusive colleague benefits, including complimentary upgrades, extended stays, discounted stays at Accor, Fairmont, and Raffles properties, special discounts on dining and wellness services, and additional luxuries to enhance your experience.
Others
We value respect, belonging, integrity, empowerment, and excellence, and we are committed to creating an inclusive environment where diverse talents thrive. We welcome candidates from all backgrounds to join our team and look forward to receiving your application.