Guest Relations Agent - VIP Service

About the role

Accor is hiring a Guest Relations Agent in Dubai, working full-time. The role centres on preparing for and serving VIP guests, handling walk-in and call-in reservations, resolving guest complaints and keeping the front office area tidy.

Key responsibilities

• Prepare for daily VIP arrivals: room allocation, amenities and special requests, and keep the reception ready with registration cards, room keys and welcome drinks
• Register and process check-in and check-out for VIP guests, escort them to their rooms and update guest information in the computer
• Handle walk-in counter reservations and call-in reservations when the room reservations section is closed
• Deliver messages, mail and packages to guest rooms and issue room key cards securely
• Assist at the information counter, foreign exchange and business centre when assigned
• Know hotel rate codes, packages, segmentation and discounts, and keep in touch with guests to resolve problems quickly
• Follow up with the bell desk on shuttles, make daily courteous calls to VIP rooms and report unusual incidents to the manager
• Ensure the front office area is clean and neat, review the logbook and follow up pending items
• Check occupancy, functions, groups and VIPs, re-announce VIP rooms to housekeeping and F&B, and file daily guest relations reports
• Coordinate with the Front Office, Housekeeping, F&B and the General Manager on MIPs and VIPs, and handle guest complaints with the Guest Relations Manager
• Review guest comments daily and arrange flowers, cakes and cards for anniversaries and birthdays

Required profile

• University degree in Hotel Management
• Fresher or at least 1 year of experience in a similar role in a 5-star hotel, preferably on the same role
• Excellent communication skills, empathy, patience and a courteous manner

What we offer

• Employee benefit card with discounted rates at Accor properties worldwide
• Learning programs through the Academies
• Opportunities to grow within the property and across the group
• Corporate social responsibility activities such as Planet 21