Guest Relations Host

vor 3 Wochen

Wien, Wien, Österreich Eram Talent Vollzeit

Eram Talent is seeking a skilled Guest Relations Host - Hotel Management Professional to provide exceptional customer service to hotel guests, ensuring their satisfaction and creating memorable experiences.

Key Responsibilities:
  • Interact with guests in a friendly and professional manner, making them feel comfortable and valued.
  • Accommodate guests according to their needs, ensuring guests have a seamless journey.
  • Ability to adapt quickly to changing event dynamics, guest needs, and technology advancements.
  • Provide information about facilities, services, and amenities available in the venues, or along the journey.
  • Coordinate with other stakeholders and team members to ensure a seamless guest experience and journey.
  • Assist guests with their arrival experience, including any handling of luggage, or guide them to the luggage transfer team.
  • Capable of managing multiple conversations and inquiries simultaneously with efficiency and accuracy.
  • Manage hotel and experience bookings for guests, as well as booking transfer and ferry ticket to/from Islands.
  • Provide information about schedules, fares, and services to guests.
  • Assist guests to seating areas, take or prepare food and drink orders, clear and set tables, and serve food and beverages (where applicable)
  • Handle cash and digital transactions and operate the ticket booking system.
  • Ensure all transactions are completed accurately and efficiently.
  • Respond to guest inquiries, special requests, and complaints in a timely and professional manner, finding the most appropriate means of escalation if a situation needs further attention.
  • Remain calm and composed in high-pressure situations, such as emergencies or dealing with upset visitors, effectively resolving issues or escalating them appropriately.
  • Maintain the privacy and security of guests' information and adhere to any confidentiality protocols and policies set by the company.
  • Maintain a clean and organized working space as assigned.
  • Perform other duties as assigned by management.
Requirements:
  • Over 5+ years experience within a major hotel group / hotel management company in the capacity of Guest Services Customer Service or Hotel Front Desk/Concierge Service.
  • Excellent interpersonal, written and verbal communications skills, with the ability to communicate in English (mandatory), Arabic (preferred), and other languages (preferred).
  • Excellent problem-solving and multitasking skills, with a principled approach to understand problems and opportunities to inform decision making
  • Track record of successful guest hospitality service.
  • Maintain a working knowledge in the area of guest accessibility (ADA)
  • Consistent, punctual and regular attendance as a key member of the Guest Relations team, with the ability to work
  • flexible hours, including weekends and holidays
  • Proficiency with Microsoft Office Suite programs (Excel, Word, Outlook) and computer literacy
  • Experience with ticketing and booking systems is a plus.
  • Strong sense of responsibility and professional presentation.
  • Strong organizational skills to maintain an orderly reception area and effectively manage appointment schedules and
  • administrative tasks.
  • Ability to handle cash and digital transactions accurately.
  • Ability to work in a fast-paced environment.
  • Familiarity with hospitality industry standards
  • Strong attention to detail.
  • Excellent customer service skills.
  • High School Diploma; hospitality certification is a plus.

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