Guest Relations Agent

JOB_REQUIREMENTS

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Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
Ensure all members consistently receive all benefits, and repeat guests and other VIP s receive special recognition and service
Meet and greet VIP guests personally
Liaise closely with Concierge, Butler and Sofitel Club for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
Prepare compendiums prior guest arrival and check-into system if necessary
Maintain close contact with Airport Concierge for new arrivals and departures
Update and maintain repeat guest history system
Promote Inter-Hotel sales and in-house facilities
Send prepared welcome cards and amenities to room prior to guest arrival
Attend to special requests by guests
Handle guest complaints and refer them as necessary, follow up on corrective action
Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
Prepare requisitions for amenities on a timely basis
Participate in regular meetings for all Guest Relations team members, Butlers and Sofitel Club staff to facilitate communications and smooth operations
Adhere to OH&S policies and procedures
Performs related duties and special projects assigned

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