Guest Relations Manager

1 month ago

Abu Dhabi, United Arab Emirates Mandarin Oriental Hotel Group Full time

**Main responsibilities**:

- Supports the company’s philosophy and company culture using Pillars and Legendary Quality Experiences daily to ensure Guest Satisfaction and the achievement of our Mission Statement.
- Oversee and manage shifts effectively to ensure a smooth and effective overall operation by guiding colleagues on and personally be involved in all required aspects of the department
- Supervise and train all Guest Relations duties including auditing Colleagues.
- To formulate and implement the strategy related to the hotel’s daily operational needs ensuring consistent guest services, colleague productivity, and safety while constantly striving for improvement.
- Is responsible for the Emirates Palace Boutique, from day-to-day operations, stock control, ordering, presentation and product line up of the boutique.
- To develop the team through coaching, mentoring and general communications.
- To evaluate constantly the staffing guide and plan the staff requirements to suit the operational requirements.
- Responsible for control of labor and operating expenses through effective scheduling, budgeting and purchasing.
- Responsible effective communication of VIP Amenities with Housekeeping, Culinary, Concierge, Front Office, Reservations and Sales.
- Monitors room blockage and ensures that guests’ requests and preferences are met upon check-in
- Analyzes guest preferences and prepares reports for improvement on Guest Satisfaction
- Ensure the standard of all F&B amenity presentation and its quality.
- To work with the EP Club Manager for any VIP Club and Suite guest tailoring the experience.
- Develop new ideas for cost effective guest amenities.
- Tracks guest amenity cost.
- Is the key person to meet and greet VIP guests upon arrival and departure.
- Responsible for maintaining the highest quality database relating to Guest History and implementing guest recognition programs in line with MOHG guidelines
- Main contact for top VIP guests.
- Analyzes guest preferences and prepares reports for improvement on Guest Satisfaction.
- Preparation of guest turn down letters.
- Responsible for achieving and maintaining high guest retention ratio.
- Liaison with VIP guests for private business meetings in suites/function rooms.
- Make a daily tour of the property and ensure the building is secure and report any findings to the Director of Rooms.
- Analyze weekly and daily all arrival guests to ensure that all preferences and requests are met.
- Pre-arrival communication, arrival experience, check in procedure, billing and check out procedures.
- Analyze and record all guests’ feedback and continuously drive for improvement.
- Is expected to have an extensive and intimate knowledge of Abu Dhabi. This includes all modes of transportation, restaurants, bars, clubs, retail, sightseeing, arts and cultural activities. All recommendations must appear to be personal and insightful.
- Monitor in house guests’ satisfaction and manage guests’ complaint.
- Conduct performance review and take disciplinary action to address performance challenges.
- Select, train, evaluate, motivate, coach and discipline the Butler team to ensure a high level of service according to Mandarin Oriental Hotel Group standards.
- Responsible for effective staffing, scheduling and payroll.
- To ensure an efficient, courteous telephone and message service in all Guest Service areas is consistent.
- To ensure that all incoming reservations for the day match necessary accommodation, and that all VIP’s, suite guest, return gusts, are pre-allocated / blocked accordingly.
- To ensure that the statement of allocated/blocked rooms is sent to the Housekeeping and Amenity Services Departments, and to ensure that all amenities and special requests are in place.
- To ensure that all returning guests are pre-registered and welcomed according to the hotel’s Guest Recognition program.

**Skills and background**:

- Experience in a high volume internationally recognized luxury hotel chain and a minimum of two years in a similar position is required.
- Bachelor's degree in Hotel Management or relevant field
- Strong leadership quality, training techniques, excellent communication and organizational skills.

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