Guest Relations Agent

Located in the heart of Quinta da Marinha, the most exclusive area of the town of Cascais, the Sheraton Cascais Resort is the answer for all those looking for the best that the west coast of Europe has to offer. We are looking for a Guest Relations Agent (M/F).Responsibilities:· Provide upscale guest service experiences for clients throughout their stay;· Ensure clients are warmly greeted upon their arrival;· Monitor daily bookings and ensure assigned rooms are prepared prior to check-in;· Coordinate luggage collection and storage;· Oversee check-in and check-out procedures, including reservations and financial transactions;· Promptly address guests' requests, preferences and needs – anticipating and ensure guests' satisfaction, while personalizing guests' experience and make it memorable;· Actively listen to and help to resolve complaints, while ensuring guests' satisfaction;· Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services;· Inform clients of our hotel services, including breakfast and dining options;· Promote all hotel amenities, conveniences and programs offered;· Appraise team's performance and produce regular reports;· Examine daily duties, assign tasks and check on progress;· Analyze customer feedback from Guest Satisfaction Survey, online reviews (Trip Advisor, Booking.Com, etc) and suggest ways to improve ratings;· Recommend local tourist spots, including places to dine, shop and sight-seeing;· Establish friendly relationships with regular hotel clients, also residence owners;Requirements· Experience as a Guest Relations, or Front Office;· Opera PMS experience - and other Marriott supported platforms is a plus;· Proficiency in English; Portuguese, or any other, is a plus;· Customer service drive with outstanding communication and active listening skills;· Excellent problem-solving and multitasking skills;· Leadership skills along with the ability to motivate a team into high performance;· Ability to work flexible hours;· Strong sense of responsibility and a professional presentation.
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