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Guest Engagement Manager
2 weeks ago
To supervise and ensure the smooth and efficient daily operation of the Guest Engagement operations, ensuring all hotel guests and visitors receive an optimum level of service and care at all times
**Functional Accountabilities**
- Familiarize yourself with Duty Manager logbook/handover at beginning of shift to be informed of all pending issues
- Familiarize with rooms situation and stats: occupancy, welcomes, goodbyes, A-list guests
- Walk hotel and greet all Cast, make sure it is known who is the Duty Manager today
- Check A-List rooms and suites using designated checklist
- Welcome and goodbye A-List guests
- Walk all floors to make sure the hotels appearance is in check with the standards
- Walk the outside property to make sure the hotels appearance is in check with the standards
- Ensuring effective communication with the Engineering, F&B, Rooms and Housekeeping Cast to discuss any pending issues related to the guest
- Check all in-house meetings and function sheets
- Do rooms check with designated rooms check form and communicate room deficiencies to de respective departments
- Be on call at all times for emergencies
- Assist Cast in dealing with challenging guests
- To give full co-operation to any Cast requiring assistance in a prompt caring and helpful manner and to be flexible in assisting around the hotel in response to business and guests needs
- To maintain regular and effective communication within your team and at all levels by attending daily briefing sessions if any, and attending hotel meetings when required
- To display a professional, caring and anticipative attitude and approach to your work colleagues and guests at all times.
**Qualifications and Experience**
- Previous guest relations experience in 5 star hospitality industry
- High level of verbal and written English
- Other preferred languages: Arabic, Russian, Chinese, French, Spanish, German
- Operational knowledge of front desk operations
- Knowledge of OPERA PMS
- Knowledge of VIP welcoming protocol
- Ability to supervise others
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