Guest Relations Agent Accor Hotels UAE

Hyde Hotel Dubai is looking to hire suitably skilled and devoted candidate for role of Guest Relations Agent. The role holder is responsible to ensure exceptional guest experiences by providing personalized services, handling inquiries and complaints, and maintaining high standards of hospitality and customer satisfaction.

Responsibilities of Guest Relations Agent

• Process all incoming and outgoing calls accurately and courteously.
• Ensure smooth internal telecommunication as per Raffles Standards.
• Accurately record and control wake-up calls.
• Assist guests with international calls and directory queries.
• Call guests by name whenever possible.
• Page staff member when requested.
• Abide by principles of guest privacy.
• Handle guests requests promptly and report complaints to the Telephone Supervisor.
• Bill call costs.
• Aware of local telephone listings and frequently dialed numbers.
• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations.
• Advise defects on switchboard equipment to Supervisor.
• Maintain a clean work environment.
• Maintain detailed knowledge of the Hotel’s fire, life and safety system.
• Adhere to OH&S policies and procedures.

Requirements of Guest Relations Agent

• Diploma/ BS degree in hospitality management, business administration or related field.
• 3 years of experience in similar role.

Skills and Knowledge Desired

• Written and verbal communication skills in English.
• Able to develop rapport with Colleagues and Management staff.
• Ability to work cohesively with co-workers as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Ability to promote positive relations with all hotel guests & patrons.
• Able to exercise good judgment with difficult guests.
• Understanding and ability to work in a multi-cultural environment.

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