Guest Relations Manager

Job Description

What you will be doing:

• Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests.
• Keep Mis-en-place ready for VIP arrival (Reg.-cards, room keys, welcome drink)
• Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time
• Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up
• Ensure that all messages, mails and packages are delivered to the guest room.
• Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.
• Maintain continuous contact with hotel guest to ensure that any problem or complain are handle efficiently & courteously.
• Check Hotel situation, occupancy, functions, groups, VIPs.
• Re-announce VIP rooms to Housekeeping and F&B departments.
• Check if all departure details for the day have been taken, as well as for the next day.
• To arrange for bouquets, cake and cards in case of guest’s anniversary and birthdays.
• Handling online reviews, control feedback and presence on social platforms.
• Ensures all staff is thoroughly familiar with the Hotel’s emergency procedures and in a state of preparedness for any emergency which may occur.
• Execution of regular technical/skills training. Is responsible for setting up and maintaining ongoing training programs in the Rooms Division in conjunction with the Director of HR and the Training Manager.
• Reviews Duty Manager/Night Manager book daily and takes corrective action when necessary. Also reviews switchboard logbook daily.
• He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
• Assumes responsibility of Duty Manager when scheduled to do so.
• Other duties as assigned.
  

Qualifications

Your experience and skills include:

• Minimum of 4-6 years’ experience as a Guest Relations Manager in hotel is preferred.
• Fluent English speaker and additional Russian language
• Experience in the GCC and/or Middle East Region is a plus.
• Excellent communication skills, both written and verbal required.
• Be committed to exceeding guest expectations
• Understanding of all hotel management best practices
• Hands-on experience with Hotel Management software (PMS)
• Customer service driven with outstanding communication and active listening skills
• Excellent problem-solving and multitasking skills
• Leadership skills along with the ability to motivate a team into high performance
• Ability to work flexible hours
• Strong sense of responsibility and a professional presentation