Guest Relations Manager

THE POSITION

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

KEY ROLES & RESPONSIBILITIES

• Live and project the goal philosophy vision mission and core values of the company.
• Adheres to company grooming standards at all time.
• Is a continual source of information help and assistance to all guests.
• Prepares the weekly duty rosters.
• Supervise Guest Relation Officers.
• Keeps the immediate manager fully informed of all problems or unusual matters of significance. Communicates and liaises at all times with Assistant Guest Relations Manager.
• Maintains Transparent and open line of communication coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
• Conduct house tours / site inspection and special room drops for VIPs.
• Escorts all arriving guests to their respective suites.
• Escorts external guests to their destination.
• Escorts departing guests to their means of transport.
• Checked all VIP rooms prior to arrival and ensure that the correct standard (allocations amenities and special requests) is maintained.
• Greet all residence guests personally.
• Promote InterHotel sales and inhouse facilities.
• Handle guest complaints and feedback according to Sofitel standards ensuring necessary actions follow up and recording are done.
• Completes the departure list for the following day contact VIP guests for any necessary arrangements.
• Renders maximum guest satisfaction through personal recognition and prompt cordial attention to entire residence guest.
• Ensure Club members consistently receive all benefits repeat guests and other VIPs receive special recognition and service
• Liaise closely with Concierge Butler and Sofitel Club for Hotel events restaurant promotions Limousine requirements and special VIP requests or preparations.
• Prepare compendiums prior to guest arrival and checkinfo system if necessary.
• Maintain close contact with Airport Concierge Reception for new arrivals and departures.
• Update and maintain efficient guest history system.
• Prepare requisition and distribution of amenities on a timely basis.
• Assures the upkeep and cleanliness of the Guest Relations desk and lobby at all times.
• Attend daily and monthly briefings or meetings to facilitate communications and smooth operations.
• Abides by all policies and procedures.
• Has full knowledge of Sofitel standards.
• Performs related duties and special projects assigned by Senior Management.

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 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

QUALIFICATIONS

• Degree from School for Tourism & Hotel Management

EXPERIENCE

• Minimum 3 5 years relevant experience with at least 2 years at a supervisory level

Remote Work :

No

Employment Type :

Fulltime