Job Description

* Closely deal with all requests, problems and needs of guests staying at Rixos Seagate Sharm Hotel and find solutions to problems, focusing on guest satisfaction.

* Listen attentively to guests to get an effective customer-oriented perspective and handle complaints properly.

* Handle guest complaints and find solutions. Report any problems that take time to solve to his/her immediate and follow-up on the matter

* Greet guests that will check-in at the reception in coordination with the Front Office Department and, if possible, accompany the guests to their room and call them during the day to ask for any needs they may have.

* Make “Guest Contacts” during the day in an effort to identify the level of guest satisfaction and, if any, complaints, suggestions and problems, and find solutions to these.

* Write down any comments, requests, suggestions and complaints received from guests during the day into the “Through Our Guests’ Eyes” report together with their answers and actions.

* Ask guests to fill out a questionnaire during the day. Assess the results of the questionnaire. Translate them into English and e-mail them to all of the department managers.

* Identify the special days of guests such as birthdays, wedding anniversaries etc., make the necessary organisation together with the related departments and monitor the organisation.

* Work in coordination with all departments and ensure the flow of necessary information.

* Take all special orders from guests such as birthday cakes, flowers etc., inform the necessary departments and ensure that the order is delivered to the guest.

* Ensure that requests for a babysitter, plane or coach ticket, restaurant reservation, medication etc. placed by guests are met as soon as possible.

* Follow the VIP procedures and greet VIP guests and bid them farewell.

* Walk agency representatives and potential guests around the facility.

* Prepare written documents for activities to be announced to guests. Ensure that these documents are distributed to guest rooms with the help of the related departments.

* Handle guest requests for the A la Carte restaurants and fill out a reservation form for each A la Carte restaurant and inform the F&B Department.

* Observe the overall guest satisfaction during the activities and in the areas throughout the day and report to the Front Office Manager/Supervisor about the atmosphere.

* Have detailed knowledge of all physical features of the facility as well as all activities/services offered at the facility.

* Support hotel sales. Is authorised to sell charged services.

* Take part in the Emergency Response Teams.

Qualifications

Education: At least a high school or vocational diploma.

* Experience: At least 2 years of experience in the industry.

* Foreign Language: Proficiency in English to communicate with guests and understand the professional terminology related to the devices and equipment used and a good command of Arabic, German, French or Russian.

* Courses and Training: Prior attendance in seminars and trainings related to the job.

* Computer Literacy: MS Office applications, Front Office programmes (Fidelio, Opera etc.).

* Skills: Is familiar with guest profiles based on his/her experience. Instructs colleagues that are less experienced on how to address guests. Expected to use complex devices and equipment related to the job. Expected to possess technical knowledge about the methods, techniques and processes related to the job expected to perform jobs that require experience in the field, concern more than one unit/process, and are similar in nature.

Desired Candidate Profile

Education: At least a high school or vocational diploma. * Experience: At least 2 years of experience in the industry. * Foreign Language: Proficiency in English to communicate with guests and understand the professional terminology related to the devices and equipment used and a good command of Arabic, German, French or Russian. * Courses and Training: Prior attendance in seminars and trainings related to the job. * Computer Literacy: MS Office applications, Front Office programmes (Fidelio, Opera etc.). * Skills: Is familiar with guest profiles based on his/her experience. Instructs colleagues that are less experienced on how to address guests. Expected to use complex devices and equipment related to the job. Expected to possess technical knowledge about the methods, techniques and processes related to the job expected to perform jobs that require experience in the field, concern more than one unit/process, and are similar in nature.