Guest Relations Manager

2 weeks ago


Dubai, Dubai, United Arab Emirates Accor Full time

JobDescription

Whatyou will be doing:

  • Prepare for daily VIPs arrivals interms of room allocation, amenities and special requests ofGuests.
  • Keep Mis-en-place ready for VIP arrival(Reg.-cards, room keys, welcome drink)
  • Providefriendly sand courteous service to guest and respond promptly toall requests and inquiries at all time
  • Resolveguests complaints/ requests and liaise with the departmentconcerned to ensure immediately followup
  • Ensure that all messages, mails and packagesare delivered to the guest room.
  • Have knowledgeof the hotel rate codes, package, segmentation, discounts and howto handle each.
  • Maintain continuous contactwith hotel guest to ensure that any problem or complain are handleefficiently & courteously.
  • Check Hotelsituation, occupancy, functions, groups,VIPs.
  • Re-announce VIP rooms to Housekeeping andF&B departments.
  • Check if all departuredetails for the day have been taken, as well as for the nextday.
  • To arrange for bouquets, cake and cards incase of guest's anniversary andbirthdays.
  • Handling online reviews, controlfeedback and presence on socialplatforms.
  • Ensures all staff is thoroughlyfamiliar with the Hotel's emergency procedures and in astate of preparedness for any emergency which mayoccur.
  • Execution of regular technical/skillstraining. Is responsible for setting up and maintaining ongoingtraining programs in the Rooms Division in conjunction with theDirector of HR and the TrainingManager.
  • Reviews Duty Manager/Night Managerbook daily and takes corrective action when necessary. Also reviewsswitchboard logbook daily.
  • He/she is familiarwith all related company documentation and especially with therelevant Operational Standards Manual for his/her field ofresponsibility.
  • Assumes responsibility of DutyManager when scheduled to do so.
  • Other dutiesas assigned.

Qualifications

Yourexperience and skills include:

  • Minimum of 4-6 years'experience as a Guest Relations Manager in hotel ispreferred.
  • Fluent English speaker andadditional Russian language
  • Experience in theGCC and/or Middle East Region is aplus.
  • Excellent communication skills, bothwritten and verbal required.
  • Be committed toexceeding guest expectations
  • Understanding ofall hotel management best practices
  • Hands-onexperience with Hotel Management software(PMS)
  • Customer service driven with outstandingcommunication and active listeningskills
  • Excellent problem-solving andmultitasking skills
  • Leadership skills alongwith the ability to motivate a team into highperformance
  • Ability to work flexiblehours
  • Strong sense of responsibility and aprofessional presentation


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