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.
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