Guest Relations Manager

3 days ago

Dubai, Dubai, United Arab Emirates AccorHotel Full time
Job Title: Guest Relations Manager

AccorHotel is seeking a highly skilled Guest Relations Manager to oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

Key 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 VIPs receive special recognition and service
  • 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 an efficient repeat guest history system
  • Assist Manager in Guest Relations and monitor the Milestone Programme and Amenity history of guests
  • Promote InterHotel 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
    • 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
    • Couches 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 departments budget
    • Assists in coordinating the preparation of the departmental annual budget
    • Controls and monitors departmental costs on an ongoing basis to ensure performance against budget

Requirements:

  • Strong written and verbal communication skills in English
  • Able to develop rapport with colleagues and management staff
  • Ability to work cohesively with coworkers as part of a multicultural 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
  • Degree from School for Tourism & Hotel Management
  • Minimum 3-5 years relevant experience with at least 2 years at a supervisory level

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