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Front Desk Agent/Guest Relation Agent at MRH-Zermatt SA (Zermatt, VS, Switzerland) | Careerkit Jobs
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MRH-Zermatt SA
Hospitality · 22 days ago
Front Desk Agent/Guest Relation Agent
Role
Entry
Customer Service
Logistics
Zermatt, Valais
Requirements
EU/EFTA permit
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Skills
Service recovery
Lobby engagement
Follow-up procedures
Guest profiling
Communication Skills
Cross-selling strategies
Complaint handling
User feedback loops
Hospitality experience
Operational Control
Customer service technology
Guest welcoming
Languages
English
Responsibilities
Welcome and assist guests upon arrival, during their stay, and at departure.
Build positive relationships with guests and anticipate their needs.
Ensure Kristall Club, VIP guests, repeater guests, and special occasions receive personalized attention before, during and after their stay.
Conduct courtesy calls and follow-ups to ensure guest satisfaction during their stay.
Act as the primary point of contact for guest requests, inquiries, and concerns.
Proactively promote and cross-sell the hotel's facilities and services.
Coordinate guest preferences and special requests with relevant departments.
Handle guest complaints promptly, professionally, and effectively.
Coordinate service recovery actions based on guest complaints.
Maintain accurate guest profiles and preference records.
Conduct regular lobby presence and guest engagement activities.
Respond to guest feedback across online review platforms.
Participate in weekly operational meetings.
Compliance with LQA standards at all times.
Answer and manage all incoming and outgoing calls.
Transfer calls accurately to the appropriate department.
Handle guest requests and inquiries, ensuring prompt follow-up.
Take and relay messages accurately and efficiently.
Coordinate communication between guests and hotel departments.
Provide information regarding hotel facilities, services, events, transportation, and local attractions.
Monitor and dispatch guest requests through the hotel's communication systems.
Promote hotel services and facilities whenever appropriate.
Conduct pre-arrival calls to upcoming guests.
Conduct pre-departure calls to in-house guests.
Review and follow up on the daily Due Out list.
Company
MRH-Zermatt SA
Hospitality
