All Accor

Global hotel management, franchising, loyalty program

Guest Relations Agent

Hotel Guest ServicesPosted on Nov 12

Full-timeCairo, Cairo Governorate, EgyptNo salary listedIn-person

About the Job

Requirements

Previous experience as a Butler is required.
Fluency in English and at least one additional language are required.
Ability to handle multiple tasks and guest requests.
Knowledge of the Micros-Fidelio Property Management System is an asset.
Experience with a hotel loyalty program is an asset.
Computer proficiency in a Windows environment, including Word, Excel, and PowerPoint.
Ability to work independently and prioritize responsibilities.

Responsibilities

Be present on time for the shift and maintain the hotel's standards for appearance, uniform, and grooming.
Welcome arriving guests at the hotel entrance and escort them according to their VIP level.
Check the lobby for cleanliness, lighting, ashtrays, and brochures, and take necessary action.
Follow up on the previous day's operations, including VIP guests who did not arrive and other pending cases, and take necessary action.
Prepare for the day's VIP arrivals, including room assignments according to guest requests, transportation, and amenities.
Inspect VIP rooms for cleanliness, maintenance, and amenities to ensure standards are met.
Identify expected birthdays and honeymooners and send a birthday cake with a personalized card from the General Manager.
Be available in the lobby to engage with guests, distribute guest comment forms, promote A-Club membership, and obtain guest feedback.
Follow up on long-staying guests' requests, make courtesy calls, and send amenities according to their requests.
Prepare top VIP guests for check-out by ensuring bills are reviewed and contacting guests to arrange transportation, packing, and late check-out.
Escort VIP guests to the hotel exit at check-out.
Light lobby candles and switch on lobby lights according to the standard from daytime through nighttime.

Desired Qualifications

Knowledge of the Micros-Fidelio Property Management System is an asset.
Experience with a hotel loyalty program is an asset.

Job Description

Main Duties:

Be present on time for the shift , ensure being on the standard presentable image of the hotel ( Hair style , uniform & grooming )
Guest Relation agent has a list of VIP arrival, she is present in the hotel entrance to welcome all the guest entering the hotel and escort them as per their VIP level.
Check the lobby area in regards to “cleanliness, light, ashtray, brochures “, take on spot necessary action.
Follow up on the last day operation: VIP guest didn’t show up, any case to follow up. Take the necessary actions on any pending actions.
Make sure that the VIP arrivals for the day are prepared: room assignment as per guest request, transportation & amenities.
Inspect the VIP rooms in regards to cleanliness, maintenance & amenities; ensure that the standard is respected.
Check the birthday & honey mooner expected for the day and sent the birthday cake with personalized card of the GM.
Guest contact: be available in the lobby at the guests, distribute guest comments, up-sell A-Club card member ship, and get feedback from the guests.
Follow up on the long staying guest requests: give them a courtesy call & send them amenities as per their request.
Prepare the TOP VIP’s C-Out:
- Make sure that the bills are revised.
- Contact the guest for departure arrangements: transportation, packing, late C-Out.
To be present in the lobby to escort VIP guest to the exit of the hotel upon check-out.
Lobby from day time tonight time: Lighting the lobby candles and switch on the light according to the standard.

Qualifications

Passion for guest service.
Excellent written and verbal communication, interpersonal and leadership skills.
Highly organized, results-oriented with the ability to be flexible and work well under pressure.
Previous experience as a Butler is a must
Fluency in English, and at least one additional language
Must have the ability to handle a multitude of tasks and Guest requests.
Knowledge of Micros-Fidelio Property Management System an asset.
Ability to work independently and prioritize responsibilities.
Experience with a Hotel loyalty program an asset.
Computer proficiency in a Windows environment (Word, Excel, PowerPoint).

Additional Information

Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

About the Company

All Accor

Global hotel management, franchising, loyalty program

Accor is a global hospitality group with a wide range of hotel brands spanning economy to luxury. It earns revenue from room bookings, food and beverage services, and management fees from franchised properties, while providing hotel management and franchising services to partners. The company runs a loyalty program, A Club, to keep guests returning, and expands its capabilities through acquisitions like Adoria and a stake in Squarebreak to broaden its offerings. Its goal is to grow its footprint and deliver consistent, responsible guest experiences worldwide by leveraging global expertise and local know‑how, with a strong focus on sustainability.

Company size: 10,001+
Company stage: IPO
Headquarters: Issy-les-Moulineaux, France
Founded: 1967

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