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.