Guest Historian

**General Information**:

- Country/Region- United Arab Emirates- Province/City- Abu Dhabi- Location- Rosewood Abu Dhabi- Department- Rooms - Front Office- Job Type- Full-time Permanent- OVERVIEW/BASIC FUNCTION:
- Responsible for the management of guest history information including merging/purging guest profiles and administration of guest preference and glitches process ; the objective being to have one individual handling all matters pertaining to guest history and to ensure regular maintenance of the guest history and profile database. To be the link between the guests and all departments at the Hotel prior to arrival, during their stay and after their departure, creating the hospitality relationship at all the time. To ensure the highest level of service experience will be provided during their stay by the whole hotel, anticipating their needs and looking for every opportunity to “Wow” the guests experience with uncompromised level of attention to details.- RESPONSIBILITIES:
- Ensures that all guest information is handled according to Rosewood Standards.
- Ensures that the Guest preference forms are duly completed by guests and updated prior to their arrival.
- Ensures that any information received from the Guest preference form or by any other channel, are correctly dispersed to the relevant departments prior to the guest’s arrival as to ensure that all requests are followed through.
- Ensure challenges or opportunities occurring previous, during or past a guest stay, are methodically recorded in Opera.
- Ensures that guest and company profiles are updated accurately, correctly and timely in PMS.
- Notes and follows up on guest preferences and special requests and alerts or trace to respective department is being addressed.
- Maintains complete knowledge of the Hotel & its services (F&B promotions / Rooms / Special Guest programs and Spa facilities, etc.).
- Is fully conversant with new promotions, menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures including VIP arrivals and their background.
- Is fully conversant with accommodation features: lay-out, room type, location décor, in room facilities and equipment.
- Hosts and welcomes all guests in a gracious and polite manner; to have the ability to hold a conversation with the guest in a natural and spontaneous way.
- Receives all Trust you online guest comments (included but not limited to Trust You surveys, Tripadvisor etc)
- Submits summary Trust You glitches reported generated through Knowcross before 3rd of the month for the previous month.
- Fills in each “guest profile” in Opera PMS with these comments for future stays.
- Pre-calls all transient arriving guests in accordance to pre-calling SOP.
- Assemble TOP VIPs guests profiles ( Show me Know me) and distribute across the hotel prior to arrival.
- Monitors guests’ birthdays and sends birthday online cards.
- Prepares the necessary information, reports and monitors their activities throughout the day.
- Updates guests preference and relevant information in Opera
- Pre research guests profiles, status and required information in order to personalize their stay
- Ensures that flower arrangements and/or beverages and/or pastry products are ordered, if necessary or requested, and are placed in guest room in a correct and timely manner.
- Follows any special guest room decorations and make sure they are properly done.
- Coordinates the preparation and organization of all welcome / welcome back amenities and amenity process for all arriving and in-house guests.
- Weekly VIP report to be submitted to our corporate office on each Wednesday for the following 10 days arrivals.
- Weekly MC list of guests to be submitted to DOR / DOSM on each Sunday
- In charge of the HOST program. Assigning guests to associates based on VIP status and loyalty. Ensures that key points of the HOST program are followed to ensure proper recognition towards our guests.
- Perform butler for TOP VIPs and Penthouse guests when required. Has a full knowledge of our special suites and is able to master each butler’s tasks.
- Organizes the execution of the special preferences and amenities to all guests in a timely manner.
- Pro-actively participates and assists PH butler to plan and carry out butler duties.
- Ensures that all pertinent information is provided to (future) guests and colleagues.
- Ensures that all communication with (future) guests and internal guests is complete, accurate, engaging and positive.
- Maintains confidentiality of all guest information.
- Attends daily briefing and communicate all challenges and successes with the rest of the team.
- Promptly, accurately and consistently reports all guest complaints and how they were solved.
- Acts as the point of contact for other departments during the shift for all Guest Historian related issues.
- Ensures and emphasizes prompt solutions and reporting of any guest concerns and challenges during the