Guest Relation Agent
Hotel Brand: InterContinental
Location: Jordan, Amman
Hotel: IC - Amman (Jordan) (AMMHA), Islamic College Street, P.O. Box 35014, 11180
Job number: 165660
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
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