Guest Relations Agent
Oversee and direct all aspects of Guest Relations to maximize guest satisfaction. Ensure smooth running of Gold Lounge. Ensure that maximum quality of service is extended to guests during their stay and maximum revenue is maintained for the hotel.
Ensure that recovery records are followed and handled in the best possible benefit of the guest and the hotel. Ensure that Fairmont Brand, LQA and Forbes standards are implemented and met at all aspects of Hotel operation.
Hotel Overview :
Central to shopping, sightseeing, restaurants and bars, and the business district. The green park surrounding the Fairmont Quasar Istanbul, offers breathing space in a dense part of the city.
The hotel is about 20 km to Atatürk Airport and in convenient walking distance to metro.Business and leisure travelers alike will experience the utmost in comfort and luxury at the Fairmont Quasar Istanbul.
The 209 luxury guestrooms include 25 Suites, 33 Gold Rooms and 64 Apartments, all elegantly designed for the discerning modern traveler and cuisine that ranges from traditional Turkish to health-conscious to international, guests will find just what they need for the perfect Istanbul experience.
Fitness enthusiasts can enjoy the 2000 sqm, well-equipped Willow Stream Spa and Health Club, during summer, guests can also enjoy our outdoor swimming pool overlooking the Bosphorus.
Summary of Responsibilities :
Reporting to the Guest Relations Manager, responsibilities and essential job functions include but are not limited to the following :
Meet and greet VIP guests personally.
Coordinate with Concierge for Hotel events, venue promotions, limousine requirements and special VIP requests or preparations.
Oversee maintenance of efficient repeat guest history system.
Promote incremental revenue and in-house facilities by facilitating sales opportunities.
Prepare welcome letters for regular and VIP guests.
Attend to special requests by guests.
Handle guest complaints and refer them as necessary, follow up on corrective action.
Compile, analyse and control guest relations’ amenity costs and budgets.
Schedule and attend regular Gold and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery.
Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests; inspect all VIP rooms prior to arrival
Prepare requisitions for amenities on a timely basis.
Organize and conduct regular meetings for all Guest Relations and Gold staff to facilitate communications and smooth operations
Maintain and implement a comprehensive and current set of departmental standards.
Conduct formal probation and performance appraisal discussions.
Coach, counsel, discipline staff and provide constructive feedback.
Appraise appearance, discipline and efficiency of all staff under direct supervision.
Adhere to OH&S policies and ensure direct reports do the same.
Perform related duties and special projects assigned.
Good command of Arabic & English
Experience in a similar role required
Previous PMS experience required
Computer literate in Microsoft Window applications required
University / College degree in a related discipline an asset
Must possess a professional presentation
Strong interpersonal and problem solving abilities
Highly responsible & reliable
Ability to work well under pressure in a fast paced environment
Ability to work cohesively as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times