Guest Relations Agent

Metropol Palace Hotel 5* was founded in 1957, when it was originally opened, in its 55 years of tradition in Belgrade, Metropol Hotel, and now Metropol Palace has always been the perfect representative of Belgrade - beautiful, elegant and modern.
The hotel's wide range of suites and apartments, dining and meeting rooms, much in demand for seminars, cocktail receptions and weddings, is located in the very heart of Belgrade.

Due to a high demand we are opening a position of: Guest Relations Agent

Key Responsibilities:

• Recording, monitoring, and effectively resolving guest complaints and suggestions
• Maintaining records of VIP and important guests, as well as coordinating and fulfilling their requests during their stay.
• Working in the OPERA system, entering and updating guest preferences and relevant information.
• Direct communication and coordination with all hotel departments to ensure timely fulfillment of guest requests and resolution of any issues.
• Collecting and analyzing guest data using tools within the reservation system.
• Processing and monitoring requests received via email, telephone, and online booking platforms.
• Maintaining a high level of guest satisfaction through a personalized approach and proactive communication.
• Monitoring service quality standards and actively participating in improving the guest experience.
• Preparing and sending weekly and monthly reports.
• Reference: Z1oNHVSbmoYlPRR-ufTia8jVElAVo3NqtX4WYHAejnPrzt4wDTs5isYnXBLAsvr4

Requirements:

• Previous experience in the same or similar positions within the hospitality industry is preferred.
• Knowledge of the OPERA PMS system is considered an advantage.
• Strong communication and organizational skills.
• Ability to solve problems and work effectively in a dynamic environment.
• Fluent/active knowledge of English; knowledge of additional foreign languages is considered an advantage.
• A high level of professionalism, discretion, and guest-oriented service.
• Proficiency in Microsoft Word and Excel.

Please note that only short listed candidates will be contacted for an interview.