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RWVMM - Guest Relations Agent

Allgemeine Informationen

Land/Region
Spanien
Bundesland/Kanton/Stadt
Madrid
Standort
Rosewood Villa Magna
Abteilung
Zimmer – Frontoffice
Jobtyp
Festangestellt in Vollzeit

Jobbeschreibung

We are looking for a Guest Relations Agent with excellent communication skills,a high level of attention to detail and the ability to multitask. This role requires skills with managing guest relationships and delivering high standards of communication; both written and spoken.


Essential Duties and Responsibilities
  • Ensure that standards are maintained at a superior level on a daily basis.
  • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day..
  • Meet with Supervisor to review daily assignments and priorities.
  • Process all guest check-ins. Confirm reservation in system and review all noted information. 
  • Maintain guest history files on all guests.
  • Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
  • Accommodate room changes.
  • Document all guest requests, complaints or problems. Take, record and relay messages accurately, completely and legibly.
  • Accept and record wake-up call requests.
  • Resolve discrepancies on the room status report with Housekeeping. 
  • Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
  • Document pertinent information in the log book/ Software system /Front Desk Checklist.

General Skills

  • Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
  • Bachelor’s degree in hospitality management.
  • Required to speak, read and write Spanish and English, with fluency in other languages preferred.
  • 1 year of previous experience as a Guest Relations Agent or equivalent customer service role.
  • Experience in a luxury hotel or with a luxury brand.

Über uns

Rosewood Villa Magna the hotel with a sense of Spanish Villa, features 154 thoughtfully appointed guestrooms and suites, distinctive dining experiences, a Sense Spa, and surrounded by unique greenery spaces, as well as secluded terraces and gardens providing a rich residential feeling.  Long esteemed for hosting discerning travellers, this distinctive hotel has been thoughtfully refurbished to an elevated level of luxury, contemporary style, and modern amenities. Reopening as Rosewood Villa Magna in 2021, the hotel is an inspired base for international travellers in an incomparable location within the very heart of Madrid.