Guest Relations Agent

**Company Description**
Raffles Makkah Palace promises the exceptional standards inherent in the Raffles name and enhanced by Arab hospitality values. Raffles Makkah Palace offers 214 Suites & duplex Villas with breathtaking views of the Masjid Al Haram, the Holy Ka’aba and the city. The hotel combines the best of local cuisine and international dishes in each of its four outlets creating a unique and welcoming atmosphere in this diving setting. Guests can also indulge and immerse themselves in a relaxing sensory experience in our world renowned spa and fitness center or hold high-powered business gatherings in any of our state-of-the-art meeting rooms.

Reporting to Guest Relations Supervisor, responsibilities and essential job functions include but are not limited to the following:

- Demonstrates that all Guest Relations Standards of Service & Operational Procedures are performed in all interactions.
- Provides a warm welcome and assists guests’ according to FHR Brand Standards.
- Displaying a professional image and positive guest service attitude at all times.
- Remains observant and responds to each guest who approaches the Hotel entrance and guest relations desk.
- Is an ambassador of Fairmont Makkah Clock Royal Tower by providing an excellent first impression.
- Maintains a perpetual presence on the Lobby and Guest relations desk throughout the hours of the shift.
- Greets all guests courteously, using the guest’s name whenever possible.
- Ensure all guests are escorted to their room/suite/Gold lounge and full hotel tour is conducted.
- Responds to all guest inquires, maintaining high quality of service throughout the hotel with efficiency.
- Demonstrate good listening skills when encountering any guest complaints and take responsibility to either resolve their issue and direct them to a manager.
- Handles guests' inquiries and complaints and ensures that they are resolved quickly, courteously, professionally and to the guests' total satisfaction.
- Follows Hotel’s telephone etiquette standards.
- Arrive at workplace on time, prepared with tools and all stationary and collaterals is sufficient
- Ensures that all check-in guests are offered with welcome drinks.
- Enrolls new FPC members and updates FPC certificate maintenance.
- Adheres to and promotes the Company’s Health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures.
- Be knowledgeable of all room types and rates and the hotel’s features and facilities.
- Support the concierge desk/ front desk when needed.
- Alert the Guest Relation Supervisor/ Manager or a senior member of Front Office Management or the relevant Department to any problems that may occur during a shift.
- Ensure that any compliments or complaints that are received are dealt with promptly in a polite and efficient manner and to enter this in the Duty Manager’s log book.
- Be familiar with the VIP/FPC procedures and with all regular guests and their requirements.
- Complete the duties on the guest relations checklists.
- Update registration cards, ensuring that all guest histories are linked and updated correctly in the different systems.
- Ensure that the handover shift is smooth and complete, especially for the night shift.
- Be able to handle efficiently and effectively any queries arising from guest’s accounts.
- Maintain amicable and co-operative working relations with all other departments

**Qualifications**
- Minimum 2 years experience in Front Office Operations in a luxury property preferred
- Strong interpersonal and problem solving abilities necessary
- Must be a highly organized person with strong planning skills
- Goal and results oriented
- Analytical skills, strength as a developer and a leader of others are essential
- International experience an asset
- Energetic, enthusiastic, self-motivated and a charismatic team player
- Proficient in the English & Arabic (verbal & written), third language is an asset.
- Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
- Must be flexible in terms of working hours and willing to work under pressure
- A hospitality diploma is an asset.
- Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera) and Windows, MS Office Suite an asset
- Able to go extra mile as and if required by the department, a doer not a talker, striving for a high standards of excellence,