Guest Relations Agent

About the role

Accor is hiring a Guest Relations Agent in Dubai for a full-time position. The role covers VIP guest arrivals, check-in and check-out, walk-in reservations, guest complaints and coordination with the front office, housekeeping, food and beverage and the general manager.

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, update guest information in the computer and escort them to their rooms
• 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 know how to handle each
• Follow up with the bell desk on shuttle buses, make daily courteous calls to VIP rooms and other guests, and report unusual occurrences to the manager
• Ensure the front office area is clean and neat, review the logbook and follow up pending items, and check occupancy, functions, groups and VIPs
• Re-announce VIP rooms to housekeeping and F&B, file daily guest relations reports, and coordinate with the front office, housekeeping, F&B and the general manager on MIPs and VIPs
• Review guest comments daily, handle complaints with the Guest Relations Manager and take corrective action to turn guests into repeat customers
• Arrange bouquets, cakes and cards for anniversaries and birthdays, and follow accident prevention policies

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