Kempinski Hotel Grand Arena Bansko Bulgaria

Bansko, Bulgaria

Guest Relations Agent – (in English)

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Discover the beauty of unspoiled nature, magnificent landscapes and endless relaxation at the footsteps of the majestic Pirin Mountain – a UNESCO World Heritage environment.

We look forward to welcoming you to an oasis of luxury, comfort and tranquility in Bansko – the most modern winter resort in the Balkans. The only representative if the Kempinski in Bulgaria is open year-round and comprises 157 Alpine-style rooms and suites, superb conference facilities, lavish dining services, three restaurants and five bars and an award-winning spa center.

Guest relations agent

For our Dream Team in Kempinski Hotel Grand Arena Bansko we are currently looking for passioned Guest relations agent (Maternity cover) who dares to craft a bespoke customer experience to our guests. The role оf Guest relations agent is an iconic symbol of Kempinski and is in essence the Hotel Ambassador. She/He welcomes, meets and farewells hotel guests and is responsible for the communication with all guests providing highest quality service standards but also empowered to take immediate decisions in respect to guest well-being.

Overall Objectives:

  • Promote the Hotel and Outlets 

  • Minimize guest complaints and if occur follow them up efficiently and report them to the Operations team.

  • In case of immediate need, the Lady in Red helps with reception duties.

Key responsibilities:

  • Communication of hotel & company philosophy and internal hotel representation.

  • Have an in-depth knowledge of the hotel and the geographical layout of the city / surroundings.

  • Knowledgeable about all VIPs in-house, hotel functions and special events.

  • Welcome, facilitate and bid farewell to as many guests as possible.

  • Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.

  • Liaise with FOM and GM, to prepare tailor made guest itinerary for Top VIP’s when appropriate and coordinate VIP greetings and departures – ahead of time.

  • Obtain as much information about a guest’s stay to be entered in the guest history.

  • Welcome visitors to the hotel, assist with general information, internal promotions and directions.

  • Handle guest complaints and requests in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.

  • Maintain a record of all complaints and requests, follow up and inform concerned operating departments.

  • Provide information to all guests regarding the services and possible internal promotions of the hotel.

  • Take decisions on upgrades / comps / rebates etc. as per stipulated hotel policies and procedures.

  • Participate in training programmes.

Desired Skills & Qualifications:

  • Luxury Hotel Experiences.

  • Knowledge of VIP welcoming protocol.

  • General knowledge of tourist and business-related information.

  • Excellent knowledge of English. Additional foreign language is a plus.

  • Excellent communication skills.

  • Higher College Education.

We offer:

Company training, an exceptional opportunity for professional and career development, competitive remuneration package as well as an excellent team atmosphere.

If you are a positive person who loves challenges and likes to work in a young dynamic team as well as gain a lot of knowledge and experience in an exceptionally pleasant working environment, you are welcome to become part of the huge Kempinski family!

Only the shortlisted applicants will be contacted. All applications will be treated in the strictest confidentiality.

About Kempinski

Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage. We are dedicated to please, educated to entertain, and we never compromise on the European elegance of service. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realize their full potential.

Embrace an experience as individual as you are!