Assistant Guest Relations Manager

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 VIPs 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 InterHotel sales and inhouse facilities

Perform such functions as to include but not be limited to:

o Regular and VIP guest welcome letters

o To ensure Amenities are placed prior guests arrival

o 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:

o Assists in planning for future staffing needs

o Assists in recruiting in line with company guidelines

o Prepares and administers detailed induction program for new staff

o Assists in maintaining a comprehensive current and guest focused set of departmental standards and procedures and oversees their implementation

o Ensures training needs analysis of Guest Relations staff is carried out and training programs are designed and implemented to meet needs

o Provides input for probation and formal performance appraisal discussions in line with company guidelines

o Coaches counsels and disciplines staff providing constructive feedback to enhance performance

o Regularly communicates with staff and maintains good relations

Financial Responsibilities

Works with superior in the preparation and management of the departments budget. Duties include:

o Assists in coordinating the preparation of the departmental annual budget

o 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 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 year at a supervisory level

Remote Work :

No

Employment Type :

Fulltime