Customer Relations Officer

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Sheraton, Cairo

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Sheraton, CairoPosted 6 days ago

14Applicants for1 open position

Job Details

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Guest Relations: Provide a welcoming and positive environment for hotel guests, addressing inquiries, resolving complaints, and ensuring a memorable experience.
Handling Complaints: Respond to and manage guest complaints and requests efficiently, ensuring prompt resolution in a professional manner.
Work with various hotel departments (housekeeping, front desk, food and beverage) to ensure guest satisfaction and seamless operations.
Special Requests: Coordinate special requests, such as room upgrades or personalized services, and ensure these are handled smoothly.
Customer Feedback: Collect and analyze customer feedback to identify areas for service improvement, and communicate these insights to management.
VIP and Loyalty Guests: Provide extra care and attention to VIP guests and members of hotel loyalty programs.
Handling Bookings: Assist in managing guest bookings, room changes, and requests related to accommodations..
Follow-ups: Maintain consistent follow-up with guests after their stay to ensure satisfaction and foster loyalty.

Excellent Communication: Both verbal and written, with the ability to listen attentively and respond appropriately.
Problem-Solving: Ability to handle difficult situations and guest complaints effectively.
Multitasking: Manage multiple guest needs and tasks at the same time.
Attention to Detail: Ensure guest requests and issues are addressed in a timely and accurate manner.
Cultural Sensitivity: Work with guests from diverse backgrounds with respect and professionalism.
Experience: Prior experience in customer service or the hospitality industry is preferred.
Flexibility: Willingness to work in shifts, including nights, weekends, and holidays.
Languages: Proficiency in multiple languages can be an advantage in customer relations roles.
Technical Skills: Familiarity with hotel management systems and reservation software.