Guest Relations Supervisor

7 months ago

Dubai, United Arab Emirates AccorHotel Full time

**Company Description** "Why work for Accor?"**

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
Do what you love, care for the world, dare to challenge the status quo #BELIMITLESS"

**We are Heartists®**

“Heartist” describes both our culture and who we are. Everything we do comes from the heart, and we’re experts in what we do. Generous, attentive, and free, we ensure that everyone can come as they are, and feel like they belong. As one big team, we know that only together can we do amazing things

We believe that the world is more welcoming when we’re connected. So that we see what we have in common, instead of what sets us apart.

**Life in Movenpick**

The Place to Savour Life
- We believe true hospitality is about turning small gestures into heartwarming moments.

We enable our guests to Savour the flavor of life, balancing small indulgence with what’s good for them
- and good for the world.
**Job Description** Key Deliverables and Responsibilities**

**Planning & Organizing**:

- Organisation of Repeat Guest filing administration
- Up-keeping of Hotel/Guest Information booklets and pamphlets.
- Co-operation with Housekeeping / F&B and Front Office.
- Room allocation, identify guest needs.
- MIPs & RIPs preparation.
- Awareness of outside activities/recreation etc.
- Perform as per OSM Standards and in line with the Company’s Values and Core Behaviours.
- Be fully aware of the daily information and activities.
- Properly groomed at all times
- Drive “Cherish” and Guest targets to be met.
- Show fullest cooperation and respect within the team and other departments

**Operations**:

- Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information.
- Actively elicit guest feedback and preferences, regarding hotel services and ensure action is initiated on the same to maximize guest satisfaction.
- Monitor guest service personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
- Handle guest complaints and assist in maintaining smooth relationships between management and guests by resolving problems arising from guest complaints and attending to their requests or queries with dispatch immediately.
- Responsible for an efficient, clean, safe and hygienic upholding of all front office area.
- Assure compliance and coordination of guest’s needs, requests and personal preference.
- Organize and implement all special needs, personal preferences and amenity distribution in accordance to the department’s standards.
- Ensures adherence to company and hotel policies by all departmental employees.
- Provides General Manager with a summary of activities and operations during the night shift by preparing a daily written logbook.
- Insures guests’ satisfaction by resolving and taking appropriate actions on all guests’ complaints.
- Calls General Manager and concerned HOD’s without delay for any fire, bomb threat, burglary or death that has occurred on the premises during the shift.
- Calls Hotel Doctor, GM, FOM and Security Manager in case of guest accident.
- Handle all employees’ accident as per hotel policy.
- Ensures hotel's employees grooming & appearance standards are met.
- Trains new Guest services department personnel.
- Answers letters of inquiry regarding rates and availability.
- Maintains a thorough knowledge of the room rack locations types of rooms, room rack operations, package plans, hotel facilities.
- Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development.
- Take reservations using the hotel reservation system, ensuring maximum occupancy and rates are obtained.
- Maintains hotel’s level of cleanliness and sanitation (hygiene) in accordance with Regent standards by conducting inspections and taking appropriate action.
- Check guests in and out, including preparation of guest bills and authorizing payments.
- Responsible for cash handling including float and banking.
- Dealing efficiently with day to day billing and guest service queries.
- Report anything considered a health and safety hazard.
- Using information available, plan and control both the preparation of future shifts and effective communication to the team.
- To act as a duty manager for the hotel, ensuring all guests are satisfied, both internal and external.
- Allocation of all rooms to include, special requests, sofa bed rooms and any other requirements as directed by the FOM.
- Authorizes payments in case of emergencies.
- Maintain policy of the power saving.

**Generic Aspects o

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