Company Description
* With its stunning location at Sharm El Sheikh, Rixos Premium Seagate offers a luxurious retreat overlooking the shimmering red sea. The hotel offers an All-Inclusive concept combining exceptional restaurants and bars, top-class entertainment venues that also provide a variety of dining experiences and superb wellness and sports facilities. Rixos Premium Seagate offers stylish rooms and suites with direct access to the private beach, and state-of-the-art conference and banquet venues.
A beautiful beach, delicious food with top-quality service restaurants with luxurious buffets, pools, Rixy Club exclusively for children and live entertainment all await your ultimate holiday experience.
Rixos Premium Seagate is located 18 km from Naama Bay, 25 km from the old market of Sharm El-Sheikh and 9 km from Sharm El-Sheikh
Job Description
* Ensures that his team closely deal with all requests, problems and needs of guests staying at Rixos Seagate Sharm Hotel and find solutions to problems, focusing on guest satisfaction.
* Ensures that his team listens attentively to guests to get an effective guest-oriented perspective and handle complaints properly.
* Ensures that his team handles guest complaints and finds solutions. Reports any problems that take time to be solved to his/her supervisor and follows-up on the matter.
* Ensures that his team greets guests that will check-in at the reception in coordination with the Front Office Department and, if possible, accompanies the guests to their rooms and calls them during the day to ask if they have any requests.
* Makes “Guest Contacts” during the day in an effort to identify the level of guest satisfaction and, if any, complaints, suggestions and problems, and find solutions to these.
* Writes down any comments, requests, suggestions and complaints received from guests during the day into the daily report together with their answers and actions.
* Asks guests to fill out a questionnaire during the day. Assesses the results of the questionnaire. Translates them into English and e-mail them to all of the department managers.
* Identifies the special days of guests such as birthdays, wedding anniversaries etc., makes the necessary organisation together with the related departments and monitor the organisation.
* Works in coordination with all departments and ensures the flow of necessary information.
* Takes all special orders from guests such as birthday cakes, flowers etc., informs the necessary departments and ensures that the order is delivered to the guest.
* Ensures that requests for a babysitter, plane or coach ticket, restaurant reservation, medication etc. placed by guests are met as soon as possible.
* Follows the VIP procedures and greet VIP guests and bid them farewell.
* Walks agency representatives and potential guests around the facility.
* Prepares written documents for activities to be announced to guests. Ensures that these documents are distributed to guest rooms with the help of the related departments.
* Observes the overall guest satisfaction during the activities and in the areas throughout the day and reports to the Front Office Manager/Supervisor about the atmosphere.
* Has detailed knowledge of all physical features of the facility as well as all activities/services offered at the facility.
* Supports hotel sales. Is authorised to sell charged services.
Qualifications
* Education: At least a high school or vocational diploma.
* Experience: At least 1 years of experience in the same position.
* Foreign Language: Proficiency in English to communicate with guests and understand the professional terminology related to the devices and equipment used and a good command of Arabic, German, French or Russian.
* Courses and Training: Prior attendance in seminars and trainings related to the job.
* Computer Literacy: MS Office applications, Front Office programmes (Fidelio, Opera etc.).
* Skills: Is familiar with guest profiles based on his/her experience. Instructs colleagues that are less experienced on how to address guests. Expected to use complex devices and equipment related to the job. Expected to possess technical knowledge about the methods, techniques and processes related to the job. Expected to perform jobs that require experience in the field, concern more than one unit/process, and are similar in nature. Ability to lead a team towards a specific vision and departmental goals.
