Guest Relations Agent

About the role

Accor is hiring a Guest Relations Agent for a hotel in Cairo. The agent greets and escorts VIP guests, checks VIP rooms and amenities, handles VIP departures and stays in the lobby during the day and night. Previous experience as a Butler is required.

Key responsibilities

• Arrive on time for the shift and maintain a professional appearance (hair, uniform and grooming).
• Check the VIP arrival list, welcome guests at the entrance and escort them according to their VIP level.
• Inspect the lobby for cleanliness, lighting, ashtrays and brochures and act immediately on issues.
• Follow up on VIPs who did not show up and on any pending actions.
• Prepare VIP arrivals: room assignments, transportation and amenities.
• Inspect VIP rooms for cleanliness, maintenance and amenities.
• Check expected birthdays and honeymoons and arrange the birthday cake with a personalised card from the General Manager.
• Handle guest contact in the lobby: distribute guest comments, upsell A-Club membership and collect feedback.
• Follow up on long-staying guests with a courtesy call and requested amenities.
• Prepare the top VIPs' C-Out: revise bills, arrange transportation and packing, and escort departing guests out of the hotel.
• Light lobby candles and turn on lights according to standards from daytime until night.

Required profile

• Previous experience as a Butler is a must.
• Fluency in English and at least one additional language.
• Passion for guest service, excellent written and verbal communication, and strong interpersonal and leadership skills.
• Highly organised, able to work under pressure, independently and to prioritise tasks.
• Ability to handle many tasks and guest requests at once.

Required skills

• Knowledge of the Micros-Fidelio property management system is an asset.
• Experience with a hotel loyalty programme is an asset.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).