Guest Relations Officer (German Speaking) | Heritage Awali

Overview of the Role 🔍

Deliver exceptional guest service by ensuring a welcoming and personalized experience, while managing guest inquiries and telephone communications in line with hotel standards.

Key Responsibilities 📋

Participate in training programs and ensure the effective implementation of acquired knowledge and procedures.

Keep management informed of any unusual matters, incidents, or developments affecting the assigned area of responsibility.

Welcome guests and provide a seamless check-in and check-out experience.

Escort guests to their rooms and conduct personalized hotel tours.

Provide detailed information regarding room amenities, facilities, and equipment.

Conduct hotel site inspections and property tours efficiently and professionally.

Handle guest complaints promptly and coordinate with the relevant Heads of Department to ensure timely resolution.

Provide guests with accurate, relevant, and up-to-date information about the hotel and destination.

Coordinate weddings, special events, and other guest celebrations to ensure exceptional experiences.

Gather and record guest feedback and comments to support continuous service improvement.

Monitor, update, and follow up on guest complaints to ensure satisfactory outcomes.

Maintain and update guest preference records to personalize future stays and enhance guest satisfaction.

Identify opportunities to upsell hotel services and facilities to maximize revenue.

Promote cost-conscious practices and contribute to minimizing operational waste.

Prepare and distribute daily event schedules and operational updates to all relevant departments.

Ideal Candidate Profile 🎯

Minimum 2 years' experience in a similar hospitality or guest relations role.

Fluent in English, French, and German is a must.

Excellent communication and customer service skills.