Guest Relations Agent

HUMAN RESOURCES VISION

We will strive to create and maintain a community of winning talent which feels valued and lives the connection to the brand in whatever we do. We will provide the freedom and support where individuals can demonstrate their skills and abilities; grow and reach their potential in a performance reward driven environment. We will embrace diversity and inclusion and will act honestly and ethically in everything we do; aspiring to be the employer of choice.

POSITION PURPOSE

To facilitate the pre-arrival planning

To meet and greet the guests on their arrival or during the stay.

To provide our guests with an on brand personalized experience journey.

To recognize special occasions of the guests to enhance their stay experience.

To lead the guest retention and recognition program of the hotel.

To use the guest amenity program to enhance the guest stay experience.

To review the guest global profile for guest preferences and their delivery.

To drive the guest engagement at the hotel by using the GXP cases.

To effectively contribute in a high Guest Voice loyalty composite through recognition, friendliness, helpfulness and efficiency.

Support Front Desk and Club operation when needed

Assist with check in and check out for the guests

To do adhoc tasks as per operations requirement

ESSENTIAL FUNCTIONS

Ensure that services provided are in harmony with our Sheraton core values.

Ensure that our guests receive an on brand personalized experience upon arrival, departure and throughout their stay.

Acknowledge and recognize Marriott Bonvoy members and deliver the related welcome amenities upon arrival.

Ensure implementation of the WELCOME upon Check in and FAREWELL upon check out.

Ensure strict compliance with Sheraton Brand Standards in all related tasks and duties achieving 90% or above in the BSA inspection

Live the Sheraton Brand Differentiators (Sheraton Sleep Experience and Sheraton Club).

100% daily usage of the Guest planning Screen to deliver preferences successfully to our guests.

Ensure smooth and clear communication with all other FO, HK, club and Room service associates.

Ensure rooms allocated for VIPs are not changed unless amenities are shifted.

Acquire the proper product and service knowledge needed to perform your job properly.

Ensure that guests’ requests are fulfilled and closed in GXP within 15 minutes as average response time.

Ensure guests’ defects are closed in GXP within 15 minutes from the time the complaint was received while ensuring that guests are appropriately compensated and guests are satisfied.

Use GXP to update guests profiles with requests, defects, preferences and any other comments/information acquired during stay

Be aware of the hotel Fire and Emergency procedures.

• Assist the hotel revenue by:

1. Rooms/Suites Upselling.
2. Suggestive selling of the hotel restaurants.
3. Special occasions packages

• Have sufficient information about local surrounding areas to able to provide guests with choices and/or alternatives when requesting for assistance.
• Build positive, effective and on brand relationships with internal and external customers including VIPs and Marriott Bonvoy Elite members.
• Enforce free marketing activities to promote the hotel services through our guests by encouraging them to post reviews and tweets in the various social media.
• Actively participate in the hotel sustainability, community and OI (Operational Innovation) activities.
• Ensure proper grooming and personal hygiene at all times as per hotel guidelines.
• Be knowledgeable about the hotel Guest Voice scores and current improvement plans set for the department.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

• Computer Skills
• Opera knowledge
• GXP knowledge
• Team work spirit
• Excellent command of English
• Additional language is highly required
• Excellent communication and follow up skills
• Prompt and caring with guest services experience
• Honesty, integrity and ownership skills

QUALIFICATION STANDARDS

We do expect that you do have the experiences/ behaviors below. You:

• Totally embrace the philosophy of guest and customer service and owns the guests;
• Identify yourself with the hotel’s brand and operating philosophy;
• Possess a warm and friendly demeanor;
• Strive to achieve satisfaction and delight of our customers;
• Are detail oriented;
• Thrive on pride of work and its product;
• Play as a team to achieve common goals;
• Have immaculate personal presentation e.g. grooming and conversational ability;
• Demonstrate self-confidence, energy and enthusiasm;
• Have a strong ability to learn skills, retain and demonstrate learning;
• Uphold ethical business practices.

EDUCATION

Bachelor degree required.