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Guest Relations Officer

37 minutes ago

Dubai, Dubai, United Arab Emirates RAFFLES Full time

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, and repeat guests and other VIP s receive special recognition and service
  • Meet and greet VIP guests personally
  • Liaise closely with Concierge, Butler and Raffles Club for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
  • Prepare compendiums prior guest arrival and check-into system if necessary
  • Maintain close contact with Airport Concierge for new arrivals and departures
  • Update and maintain repeat guest history system
  • Promote Inter-Hotel sales and in-house facilities
  • Send prepared welcome cards and amenities to room prior to guest arrival
  • Attend to special requests by guests
  • Handle guest complaints and refer them as necessary, follow up on corrective action
  • Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
  • Prepare requisitions for amenities on a timely basis
  • Participate in regular meetings for all Guest Relations team members, Butlers and Raffles Club staff to facilitate communications and smooth operations
  • Adhere to OH&S policies and procedures
  • Performs related duties and special projects assigned

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 2 years Guest Relations experience preferably in a four or five star hotel