Guest Service Agent - German Speaking

Company Description

Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.

Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.

Job Description

Position: Guest Service Agent

Department: Front Office/ Guest Relations

Reports to: Guest Relations Manager

PURPOSE OF POSITION

Handling all aspects of Guest service to maximize guest satisfaction.

KEY ROLES & RESPONSIBILITIES

• Maintain exemplary department standards of behavior and appearance and attitude
• Taking ownership of all requests coming directly from the guest or other colleagues/ manager regarding guests. Thorough follow up to be ensured to guarantee maximum guest satisfaction through guest recognition and prompt cordial attention
• Coordinate with Concierge, Butler, Housekeeping and other departments regarding special guests' requests and or preparations, as well as excursions
• Promote Inter-Hotel sales and in-house facilities
• Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and also Hotels Group Loyalty programs
• Is familiar with other Raffles properties so that resident indicating any next destination on the registration card can be "sold" an onward booking to another Raffles property
• Ensure good communication throughout the departments about guests and meet guests during their stay and follow up on issues/ complaints
• Handle guest complaints and refer to them as necessary, follow up on corrective action
• Keeping track of guest feedback and actions taken
• Send out pre-arrival emails and follow up on ongoing communication with guests and/ or travel agents
• Check arrival reports for the following days, special requests etc. and take action if necessary
• Look up all guest profiles and create VIP profiles
• Amenity orders are to be done as part of the preparations for the next day's arrivals
• Ensure repeat guests and other VIPs receive special recognition and service prior arrival and during the stay
• Ensure all arrivals are checked and proper knowledge of packages, special requests etc.
• Inspect VIP rooms prior to arrival
• Ensure all guest profiles are being updated during their stay with preferences, complaints etc.
• Greeting guests upon arrival, check-in and give a resort introduction before introducing the person responsible for the rooming.

• Meet guests upon departure and ensure that the residents depart the hotel with a positive impression of hotel service

• Keep communication with guests even after departure and send emails/ letters for special occasions
• Participate in regular briefings and operations meetings
• Participate in training that one has been nominated for
• Remain available for site visits
• Ensure front desk work area is kept clean and in an orderly state at all times
• Assist Guest Relations Manager to ensure departmental performance is productive
• Perform related duties and special projects assigned

PERSONAL ATTRIBUTES

• Strong written and verbal communication skills in English and preferably one other language
• Able to develop rapport with and gain support from Colleagues and Management staff
• Ability to work cohesively with co-workers as part of a team
• Ability to focus attention on resident needs, remaining calm and courteous at all times
• Ability to promote positive relations with all residents and patrons
• Understanding and ability to work in a multi-cultural environment

EXPERIENCE

• Minimum 2 years Front Office/ Guest Relations experience preferably in a four or five star hotel