Guest Relations Manager at Intercontinental
2 weeks ago
As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.
The InterContinental Fujairah Resort is situated on the shoreline of the exquisite Al Aqah Beach, beneath the spectacular backdrop of the Hajjar Mountains. An exceptional destination where Arabian hospitality meets luxury. With 190 rooms, indoor & outdoor event space, restaurants & bar. With over 30 languages and countries represented by the staff, the hotel weaves together an international five-star resort presence.
Your Day to Day
As Guest Relations Manager, you will be responsible for overseeing and directing all aspects of the guest relations function including Club InterContinental to achieve the highest possible guest satisfaction to current and future VIPs and Club InterContinental guests.
Maintains a solid relationship with the F&B and Kitchen team to ensure optimal guest experience at the InterContinental Club.
Is accountable for maintaining smooth, efficient and seamless operations in hotel lobby and lounge; support other operational departments when necessary. Expected to cover Duty Manager Shifts when necessary.
Ensures maximum interaction is achieved with Hotel Guests, that Loyalty card holders are recognized as per their status and receiving special treatment, and is present at all PR events taking place in the hotel (GM Cocktail...etc.)
At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed guest expectations.
Some of your main role responsibilities are:
- Develop systems that measure the cost effectiveness of the Guest Relations function by introducing tracking procedures that enable effective control of costs
- Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
- Responsible to drive the Front Office team in achieving the monthly Up-Selling, Ambassador and IHG Rewards enrolment Targets.
- Work within the company’s Human Resource Management System to ensure the departmental performance of staff is productive.
- Organize and conduct regular meeting for all Guest Relations to facilitate communications and smooth operations. Prepare, participate and engage colleagues in daily briefings
- Supervises Guest Relations Team to ensure consistent high standard of customer service
- Supports and assists Front Office personnel at peak periods.
- Inspects front of house and back of house regularly for cleanliness.
- Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
- Ensures that all staff has a high level of product knowledge of the hotel and the local area and know what is happening in the hotel on a daily basis.
- Develop, implement and follow up tailored action plans and procedures ensuring Staff Satisfaction and Motivation
- Ensure all security incidents, accidents and near misses are logged investigated and rectified to prevent future catastrophes.
- Monitors the enrolment and correct handling and updating of Priority Club Membership in Loyalty Connect and Opera.
- To respect and follow grooming standards as provided and requested by the hotel Management.
- Ensure that the handover procedures are followed in the transferring of all relevant information on a daily basis.
Ideally, you'll have some or all of the following competencies and experience we're looking for:
- Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration
- 3 years of Front Office/Guest Service experience including management experience.
- Must speak fluent English; other languages preferred.
In return, we offer competitive pay and benefits, and a chance to work with a great team of talented people. Most importantly, we'll give you the Room to Belong.
We are an equal opportunity employer.
At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?
As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a ric
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Fujairah, United Arab Emirates InterContinental Full timeAs the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on...
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