Guest Relations Manager
2 weeks ago
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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