Luxury Hospitality Representative

7 days ago


Kuwait City, Al Asimah Four Seasons Hotels Ltd Full time

About the Role:

We are seeking a skilled Front Desk Agent to join our team at Four Seasons Hotels Ltd in Kuwait City. As a key member of our hospitality team, you will be responsible for delivering exceptional customer service to our guests, responding to their inquiries, and resolving any issues that may arise during their stay.

Key Responsibilities:

  • Provide friendly and efficient phone support to our guests, answering their queries and routing calls to the relevant extensions.
  • Capture sales for incoming calls related to room reservations, spa bookings, restaurant requests, and in-room dining services, accurately coordinating the details of each reservation or request.
  • Run daily reports for the department, operational departments, Sales & Marketing, General Manager, and Department Head.
  • Manage the general reservations and guest communication email inboxes.
  • Accept and deliver mobile instant messages, wake-up calls, messages, and facsimiles in a timely manner.
  • Handle guest complaints according to Four Seasons policy.
  • Contact guests to communicate and obtain pre-arrival information.
  • Confirm and/or guarantee non-guaranteed reservations, clear waitlisted reservations.
  • Run appropriate reports checking for special requests or those requiring procedural actions, hard block key room assignments, inform Manager of any reservation requiring Special Attention.
  • Assist GRS in guest recognition efforts by pre-clearing reservations to identify existing return guest profiles and acknowledge those requiring VIP or Special Attention.
  • Contact guests or travel planners to clarify any discrepancies in the preferences or requests before the guest's arrival.
  • Monitor Front Desk and Central Team reservations made the night prior, address any reoccurring issues.

About You:

  • You should have a minimum of one year's experience working in a similar position in five-star luxury hotels.
  • You must possess excellent reading, writing, and oral proficiency in English and Arabic languages.
  • Excellent computer literacy skills are essential.
  • Prior administrative experience is preferred.
  • Exceptional customer service and communication skills are required.

Benefits:

  • Full board shared living accommodation in a high-quality, well-resourced compound.
  • Complimentary nights at FS Hotels worldwide.
  • Regular social and sporting events.
  • Paid home leave tickets.
  • Transportation to and from work.
  • Free Wi-Fi in accommodation and employee transportation buses.


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