Guest Relations Agent

ISR TURİZM İŞLETMELERİ VE TİC.A.Ş. HILTON BODRUM

What are we looking for?
Guest Relations Agent serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• An ability to listen and respond to demanding Guest needs
• Excellent leadership, interpersonal and communication skills
• Accountable and resilient
• Commitment to delivering a high levels of customer service
• Ability to work under pressure
• Flexibility to respond to a variety of different work situations

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in a customer service function or in a similar role
• A passion for delivering an exceptional level of Guest service
• High level of IT proficiency

 

İŞ TANIMI

Job Description
A Guest Relations Agent directly addresses the needs of Guests and informs other Team Members of Guest needs in order to ensure an exceptional Guest experience.


What will I be doing?
As Guest Relations Agent, you will directly address the needs of Guests and inform other Team Members of Guest needs in order to ensure an exceptional Guest experience. A Guest Relations Supervisor is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Meet, greet and direct Guests who enter the lobby area
• Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
• Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
• Serve as a point of contact for long-stay Guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations
• Manage, record and resolve promptly Guest complaints
• Ensure a very high level of customer service is constantly maintained for Reception, Guest Relations and Lobby areas.
• Demonstrate a thorough understanding of all facilities and services provided within the hotel
• Maintain good communication and work relationships in all hotel areas
• Maintain staffing levels to meet business demands
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems

Assist with other departments, as necessary