Assistant Guest Relations Manager

2 months ago

Dubai, United Arab Emirates RAFFLES Full time

**Company Description**
A surprising, chic merging of Asian style with an Egyptian aesthetic, Raffles Dubai is a 5-star luxury hotel perfectly positioned in the heart of the city, delivering impeccable service and sophisticated style.
**Job Description** PURPOSE OF POSITION**

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

**KEY ROLES & RESPONSIBILITIES**
- Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
- Ensure all members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
- Greet VIP guests personally
- Liaise with other departments and necessary outside contracts to ensure excellent service delivery
- Liaise closely with Concierge, Butler and Raffles Club for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
- Maintains of efficient repeat guest history system
- Assist Manager in Guest Relations and monitor the Milestone Programme and Amenity history of guests
- Promote Inter-Hotel sales and in-house facilities
- Perform such functions as to include but not be limited to:

- Regular and VIP guest welcome letters
- To ensure Amenities are placed prior guests arrival
- Attending to special requests by guests
- Handle guest complaints and refer them as necessary, follows up on corrective action
- Attend regular Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery
- Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
- Prepare requisitions for amenities on a timely basis
- Ensures the entire range of services offered with the aim to maximum guest satisfaction
- Participates in regular meetings for all Guest Relations team member, Butler and Raffles Inc. to facilitate communications and smooth operations.
- Is fully aware of the Credit policy
- Has full knowledge of Raffles standards
- Ensures full awareness of FL & S procedures
- Performs related duties and special projects assigned

**Human Resource and Training Responsibilities** **(for those incumbents with staff responsibilities)
- Works with Superior and Talent & Culture Manager to ensure the departmental performance of staff is productive. Duties include:

- Assists in planning for future staffing needs
- Assists in recruiting in line with company guidelines
- Prepares and administers detailed induction program for new staff
- Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation
- Ensures training needs analysis of Guest Relations staff is carried out and training programs are designed and implemented to meet needs
- Provides input for probation and formal performance appraisal discussions in line with company guidelines
- Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
- Regularly communicates with staff and maintains good relations

Financial Responsibilities
- Works with superior in the preparation and management of the department’s budget. Duties include:

- Assists in co-ordinating the preparation of the departmental annual budget
- Controls and monitors departmental costs on an ongoing basis to ensure performance against budget
**Qualifications** PERSONAL ATTRIBUTES**
- Strong written and verbal communication skills in English
- Able to develop rapport with colleagues and management staff
- Ability to work cohesively with co-workers as part of a multi-cultural team
- Ability to focus attention on guest needs, remaining calm and courteous at all times
- Ability to promote positive relations with guests and patrons
- Able to exercise good judgment with difficult guests

**QUALIFICATIONS**
- Degree from School for Tourism & Hotel Management***

**EXPERIENCE**
- Minimum 3 - 5 years’ relevant experience with at least 2 year at a supervisory level

**Additional Information**
Raffles Dubai Sheikh Rashid Road, Wafi121800 Dubai, United Arab Emirates

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