Arabic Speaking Guest Relations Representative

Radisson Blu Hotel, İstanbul Şişli

To maintain and increase guest satisfaction by anticipating and providing personalised, courteous services and information to guests. All work is carried out in line with the hotel’s guidelines, and Radisson Hotel Group corporate guidelines and service concepts.

İŞ TANIMI

• Checks the daily arrival list
• Welcomes guests to the hotel
• Maintains updated database of regular guests and VIP guests
• Scans the upcoming reservations a week further from the actual day and sends personal e-mail letters in a warm, welcoming and inviting manner
• Maximises guest satisfaction and utilisation of hotel facilities by promoting hotel restaurants and other services to guests
• Keeps self updated on all local events, exhibitions, concerts, sites, restaurants, activities etc., in order to provide guests with updated information and assistance
• Maintains a supply of hotel brochures, local maps, restaurant menus and services
• Arranges for special services requested by guests
• Stays current with development in the hotel by reviewing the communication log book each shift; updates log book for next shift
• Arranges fulfilment of guest services by co-operating with GSR, Bell staff, Housekeeping, Reservations and Room Service
• Informs Front Office staff regarding spelling of guest’s name, address and other information personalising the guest’s experience at the hotel
• Is fully aware of The Radisson Hotel Group’s service concepts
• Is fully aware of all current hotel and Radisson promotions
• Is fully conversant with the hotel PMS (Opera)
• Communicates effectively with guests, colleagues, and supervisors
• Demonstrates teamwork by co-operating and assisting Front Office colleagues as needed
• Follows up with any kind of dissatisfaction with hotel services and takes responsibility of %100 Guest Satisfaction Guarantee
• Uses the ABC approach to respond to negative comments and complaints; and notifies Front Office Manager and appropriate Department Head immediately for appropriate follow-up
• Acquires and uses information from the Front Office’s updated database of regular guests and VIP guests to provide personalised service
• Welcomes and escorts guests upon arrival; exhibits courteous manners
• Gets familiar with Business Class, Suite guests and VIP’s for a warm and personalized service
• Shows Yes, I can! attitude to all guests at all times