Guest Experience Agent

Company Description
Introducing Raffles Al Areen Palace Bahrain, an extraordinary addition to Raffles Hotel's renowned portfolio. This ultra-luxury property offers a unique experience as "The Palace of the Secret Garden." With 78 private pool villas ranging from 1 to 3 bedrooms, Raffles Al Areen Palace Bahrain redefines luxury hospitality in Bahrain. Our spacious villas, starting from 400 sqm, feature private pools and jacuzzis, providing guests with ultimate relaxation and privacy. Our dedicated team of Raffles Legendary Butlers ensures exceptional service and attention to detail, creating unforgettable moments for each guest. Conveniently located just 40 minutes from the airport and 30 minutes from the City Center, Raffles Al Areen Palace Bahrain offers easy access to Exhibition World Bahrain, Bahrain International Circuit (BIC), and the Al Dana Amphitheater, making it an ideal choice for cultural, entertainment, and business destinations.

Job Description

• Champions arrival and departure experience of guests
• Ensure adherence of arrival/departure service sequence
• Assists to direct and walk guests to their destination in the hotel
• Ready to undertake all roles including the night shifts of the Front Office Team
• Takes responsibility and ownership in creating personal connections through emotional luxury between Raffles Ambassadors and guests
• Enforces Property Management System etiquette and accuracy of administrative duties
• Perform check in, check out and room change procedures and ensure all data are entered completely into the hotel systems
• Assists with daily shift's bookkeeping of Front Office Team
• Collaborate with Housekeeping Team on upkeeping of cleanliness in Front of House areas
• Maintain cashier float and ensure accurate daily report of all money received
• Assists other hotel department functions when the need arises
• Upkeep personal grooming standards, ensures discipline, and efficiency of duties
• Training and coordination with supporting departments
• Promptly answers any in-house guest calls, instant messages and emails and communicates with respective departments in the resolution of guests' requests.
• Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Executes the annual upsell strategy and strive to achieve targets as set by management
• Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), as well as Forbes 5 star / Leading Quality Assurance (LQA) standards and aims to achieve the scores and goals set by management
• Performs any duties and special projects as requested by management whether in own department or any other department in the hotel
• Reports any suspicious behaviour of guests and staff to the Managers and Security
• Ensures that all potential and real hazards are reported appropriately immediately
• Fully understands the hotel's fire, emergency and evacuation procedures

Qualifications

• Possesses strong interpersonal skills and ability to communicate in second language
• Manages all guests/team members' needs with equal drive
• Carries an eye for detail and an approachable demeanor for all guests and team members
• Ensures security and confidentiality of guest and hotel information in accordance to company/country's data security act
• Possesses good computer and property management system knowledge
• High level of integrity, enthusiasm, dedication for continuous improvement
• Embraces change and open-minded in a dynamic work environment
• Has an understanding of the middle eastern clientele and culture
• Has an understanding of key stakeholders in the luxury travel space

Additional Information

• Opportunity to join the first Raffles in Bahrain
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world
• Ability to make a difference through our Corporate Social Responsibility activities.