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Guest Relations Agent

Herceg Novi 30. april 2018.

Lazure Marina&Hotel

Job Description: Guest Relations Agent
Department: Front office, Level 2
Reports to: Front Office Manager, Sales & Marketing Manager


Summary
We are looking for a proactive and dynamic Guest Relations Agent to join the Lazure Hotel & Marina team in Herceg Novi, Montenegro managed by Sophos Hotels SA.
The Guest Relation Agent acts as the link between Hotel Management and guests. He/she acts as a host by providing help to all guests. As such, he/she is responsible for resolving all guests' complaints in a timely and professional manner.

Key responsibilities:
  • Provide a personalized service to all the guests
  • Ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service
  • Review the arrival list daily and assist in preparing and distributing welcome amenities as per Lazure Hotel standards
  • Providing information about facilities, programs and other services
  • Attend to special guests (e.g. VIPs) and answer their inquiries
  • Ensure that the guest preferences are collected, and the received information is updated accordingly in the guest profile in the PMS system (Opera)
  • Provide information about amenities, area and venues and promote services
  • Anticipate guest needs and build rapport with customers
  • Handle guests’ complaints, inquiries, and comments; log the information as requested per the procedure and ensure a follow-up as per Lazure Hotel standards
  • Provide feedback from guests to Duty Manager and concerned departments for action and experience recovery
  • Bring ideas and participate in the preparations of the promotional activities and invitation lists
  • Work closely with the Sales & Marketing Manager and team to develop specific marketing strategies and tactics
  • General support to the S&M team on variety of projects, e.g. giving information to journalists, liaising with internal hotel staff on promotions and co-operating with all hotel departments to support Sales & Marketing activities
  • Represent the Lazure Hotel at various hosted functions throughout the year
  • Provide a friendly, courteous and professional service
  • To be aware of the hotel policy and emergency procedure in working area
  • Carry out any other duties requested by the Management.
Qualification & Experience:
  • Degree in Hospitality Management or related field
  • At least 1 year experience in Front Office Department
  • Luxury hotel background is essential
  • Proven leadership skills, highly responsible & reliable, attention to detail
  • Excellent communication skills, both written and verbal
  • English, Russian and local languages: excellent writing and speaking skills, other foreign languages would be an advantage.
Please send your CV & Application: careers@lazure.me 

Lazure Marina&Hotel

LAZURE Hotel & Marina is residing on the Adriatic coast of Montenegro at the entrance to the picturesque Kotor bay, next to the beautiful medieval city of Herceg Novi. Lazure Hotel & Marina revives the historical premises of Lazaret, an 18-th century landmark, which has been carefully renovated and brought back to life as a luxury boutique hotel offering exceptional standards of service inspired by Montenegrin hospitality values.


LAZURE Hotel & Marina is residing on the Adriatic coast of Montenegro at the entrance to the picturesque Kotor bay, next to the beautiful medieval city of Herceg Novi. Lazure Hotel & Marina revives the historical premises of Lazaret, an 18-th century landmark, which has been carefully renovated and brought back to life as a luxury boutique hotel offering exceptional standards of service inspired by Montenegrin hospitality values.

Facilities:
Lazure Hotel - Historical Building (24 rooms) 
Lazure Hotel - Residential Building (104 rooms & 58 residences)
Rosemarine Restaurant
Augusto Brasserie
1729 Wine Bar
Rocco Lounge Bar
Beach & Beach Bar
Atmosphere Spa & Wellness
Meetings & Events venues
Marina with 156 berths and Yacht Club

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