Guest Relations Agent - Customer Service jobs in Malta - June 2024
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Guest Relations Agent

Best Western Premier Malta , North of Malta

Published on 10 Jun 2024

Expires in 14 days (30 Jun 2024)


Are you passionate about providing exceptional service and creating memorable experiences for guests? Do you thrive in a dynamic, customer-focused environment? If so, we invite you to apply for the position of a part-time Guest Relations Agent. As the primary point of contact for our guests, you will play a crucial role in ensuring their satisfaction, resolving inquiries, and anticipating their needs to enhance their overall stay. If you have a knack for building positive relationships and a commitment to excellence, we would love to hear from you!

 

Main Duties and Responsibilities

  • Warmly greet guests upon arrival, assist with check-in procedures, and escort them to their rooms if necessary.
  • Actively engage with guests throughout their stay, providing assistance, recommendations, and personalized services to meet their needs.
  • Anticipate guest preferences and proactively offer amenities, upgrades, or special services to enhance their experience.
  • Address guest concerns, complaints, or issues promptly and effectively, striving for quick resolution and guest satisfaction.
  • Act as a liaison between guests and hotel management or other departments to resolve complex issues or special requests.
  • Follow up with guests to ensure that their concerns have been resolved to their satisfaction.
  • Solicit feedback from guests through surveys, conversations, or comment cards to gauge satisfaction levels and identify areas for improvement.
  • Compile and analyze guest feedback data to generate insights and recommendations for enhancing service quality and guest experience.
  • Implement proactive measures based on guest feedback to prevent recurring issues and improve overall satisfaction.
  • Coordinate special arrangements or services for VIP guests, such as welcome amenities, room upgrades, or dining reservations.
  • Organize and oversee special events, celebrations, or excursions for guests, ensuring seamless execution and guest satisfaction.
  • Promote hotel facilities, services, and amenities to guests and assist with reservations or bookings as needed.
  • Cultivate positive relationships with guests by demonstrating genuine care, attentiveness, and professionalism in all interactions.
  • Recognise and reward loyal guests through personalized gestures, loyalty programs, or special offers to encourage repeat visits and referrals.
  • Collaborate with other departments, such as housekeeping, front desk, and food and beverage, to ensure coordinated and consistent guest service delivery.

 

Required Knowledge, Skills and Experience

  • Previous experience in guest relations, customer service, or hospitality roles, with a strong focus on guest satisfaction and engagement.
  • Exceptional interpersonal and communication skills, with the ability to interact effectively with diverse individuals and handle sensitive situations with tact and diplomacy.
  • Proactive attitude, with a genuine passion for providing outstanding service and creating memorable experiences for guests.
  • Strong organizational and multitasking abilities, with attention to detail and accuracy in managing guest requests and reservations.
  • Proficiency in hotel management software, Microsoft Office suite, and customer relationship management (CRM) tools will be considered an asset.
  • A good command of the English language, and preferably having further multilingual abilities.

time
Part Time
Job Type
experience
Intermediate (1-3 years)
Experience Level
category
Customer Service
Category
industry
Hotels, Restaurants & Catering
Industry


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