Guest Experience Agent
|Employment Type:||Full Time|
|No. Of Vacancies:||1|
As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. The InterContinental Fujairah Resort is situated on the shoreline of the exquisite Al Aqah Beach, beneath the spectacular backdrop of the Hajjar Mountains. An exceptional destination where Arabian hospitality meets luxury. If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.
Your day to day
Under the general direction of the Guest Relations Manager/Director of Guest Services and within the limits of the established InterContinental Hotels Group and local policies and procedures, responsible to liaise between operational departments to ensure that guest preferences are met and exceeded. Responsible for all activities relevant to the Guest Relations department such as VIP relations, rooming of guests, assisting with show rounds to achieve the highest possible guest satisfaction to current and future VIPs.
Ensures maximum interaction is achieved with Hotel Guests, specifically VIPs, and that Loyalty card holders are recognized as per their status and receiving special treatment
Some of your tasks will include:
Present in the lobby, ensures each and every guest is greeted with a smile. Delivers sincere sense of
Welcome and hospitality to all guests passing through the lobby
Escorts guests to the rooms respecting hotel policy and procedures
Performs daily courtesy calls upon arrival, pre/post stay, IHG Rewards Club and Ambassador Guests as well as Return Guest following complaints to give special recognition and follow up.
Ensure that all customers’ queries, special requests and complaints are handled in a polite, efficient manner while maintaining a consistent high level of customer service. Refers problems to supervisor if unable to assist.
Update all Guest Profiles with preferences, and maintain efficient, up to date Guest Profile database in PMS, as well as regular guest history log
Review arrival lists for all arrivals and VIP’s to gain knowledge of guest’s profile and history
Handle Group Check In when necessary.
Must ensure high recognition of IHG Rewards Club and Ambassador Members in order to achieve optimal scores in HeartBeat survey and other Guest Satisfaction surveys.
What we need from you
Ideally, the candidate must possess previous work experience in a Front Office environment or equivalent.
Is a team player and have strong verbal and communication skills.
He/She must be customer oriented and is flexible to work in various shift.
What we offer
We’ll reward all your hard work with a great salary and benefits – including a housing, transportation, recreation facilities, uniform, great room discount and superb training, etc