Guest Relations Agent (агент по работе с гостями)

Position requires relocation to Shchuchinsk (Akmola oblast, Kazakhstan) and reports to Guest Relations Manager. Housing is provided for relocating candidates.

Rixos Borovoe Hotel is a luxury Resort property of Accor family and is surrounded by the pine trees of the Borovoe National Park and located on Shchuchye Lake (Shchuchinsk, Kazakhstan).

POSITION PURPOSE: Serves as the property representative overseeing and cooperating with all-property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest-related situation. Manages the flow of questions and directs guests within the Lobby / Hotel and handles the tracking of service issues and guest feedback. Ensures that all hotel guests and visitors are provided with professional and customer-focused service, ensuring their stay will become a memorable experience.

KEY RESPONSIBILITIES & CONTRIBUTION:

Maintaining Guest Relations and Front Desk Goals

• Maintain effective communication with all related departments (including Housekeeping, Food & Beverage, Reservations and Sales, etc.) to ensure a smooth service delivery
• Maintain high visibility in public areas during peak times
• Ensure service standards are met and exceeded i.e., Perfect Arrival, Perfect Departure, anticipation of guest needs, up selling, etc
• Extend personal service and attention to all guests, with particular emphasis to VIP guests
• Liaise with the F&B team to ensure proper communication of amenities and guest requests
• Ensure that the correct arrival, check-in procedures and escorting of all guests to rooms are applied
• Check all VIP rooms with treatments prior to arrival times to ensure that the correct treatments and housekeeping standards are correct
• Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time. Handling guests’ mails, messages, and answering of phone calls.
• Handle guests’ complaints and comments tactfully and efficiently, settle disputes, and resolve grievances and conflicts, or otherwise negotiate with others. Responsible for ensuring that all guest issues/complaints receive prompt action and follow up and are communicated effectively to all relevant areas
• Promote Inter-Hotel sales and in-house facilities according to departmental standards to maximize revenue
• Maintain the privacy and confidentiality of all guests by ensuring that no details of the guests are disclosed

REQUIRED and WHAT MAKES YOU EXTRAORDINARY FOR THIS ROLE:

• Minimum 1 year-experience in a hospitality industry (premium and luxury hotels & resorts experience preferred)
• Knowledge of Front Office Procedures and Guest Feedback Tools & Systems (e.g., TrustYou, Medallia) is an asset
• Knowledge of Front Office systems (Micros Fidelio/Opera) is an asset, and knowledge of Microsoft Office Applications
• Proficiency in Russian and English, Kazakh language will be an advantage
• Excellent interpersonal and communications skills, a team player & builder with an eye for details, and commitment to doing everything you can to get it right first time for our guests and colleagues
• Highly organized, result oriented with the ability to be flexible with hours, days off, assignments and additional duties

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