Front Desk Agent/Guest Relation Agent
- Welcome and assist guests upon arrival, during their stay, and at departure.
- Build positive relationships with guests and anticipate their needs.
- Ensure Kristall Club, VIP guests, repeater guests, and special occasions receive personalized attention before, during and after their stay.
- Conduct courtesy calls and follow-ups to ensure guest satisfaction during their stay.
- Act as the primary point of contact for guest requests, inquiries, and concerns, while proactively promoting and cross-selling the hotel's facilities and services, including F&B outlets, Spa treatments, and Concierge experiences.
- Coordinate guest preferences and special requests with relevant departments.
- Handle guest complaints promptly, professionally, and effectively, ensuring appropriate follow-up.
- Coordinate service recovery actions based on guest complains.
- Maintain accurate guest profiles and preference records.
- Conduct regular lobby presence and guest engagement activities to proactively identify guest needs.
- Respond to guest feedback across online review platforms and internal guest satisfaction channels.
- Participate in weekly operational meetings to maintain thorough knowledge of upcoming arrivals, VIP guests, special requests, and key guest information.
- Compliance with LQA standards at all times.
- Answer and manage all incoming and outgoing calls in a professional, courteous, and timely manner.
- Transfer calls accurately to the appropriate department or team member.
- Handle guest requests and inquiries, ensuring prompt follow-up and resolution.
- Take and relay messages accurately and efficiently.
- Coordinate communication between guests and hotel departments to ensure seamless service delivery.
- Provide information regarding hotel facilities, services, events, transportation, and local attractions.
- Monitor and dispatch guest requests through the hotel's communication and task management systems.
- Promote hotel services and facilities whenever appropriate to enhance the guest experience.
- Conduct pre-arrival calls to upcoming guests to confirm arrival details, transportation arrangements, special requests, and preferences.
- Conduct pre-departure calls to in-house guests to verify departure arrangements, transportation needs, and overall satisfaction with their stay.
- Review and follow up on the daily Due Out list, ensuring departing guests have all necessary information regarding transportation, billing, luggage assistance, and departure procedures.
Kontaktinis asmuo
Nurodyta darbdavio skelbime — klausimams ir tavo kandidatavimui.
- Raffaele Donnarumma+41279668753rdonnarumma@michelreybier.com
- Anton Farago+41279668753afarago@michelreybier.com
- applicationcareers-zermatt@michelreybier.com