Guest Relations Manager

• Resolve guest complaints.
• Ensure the services are up to the required standard.
• Smooth checkin / checkout procedures.
• Check hotel situation occupancy functions groups and VIPs.
• Cooperation with hotels Departments Housekeeping Engineering F&B etc.
• Attend training classes as per schedule
• Show fullest cooperation and respect within the team and other departments
• Is aware of the daily activities and has product knowledge of all the hotel facilities

Responsibilty & Authority

Internal:

Works in harmony with related staff General Manager (for Info) FO Manager (for guest history VIPs)

External:

Clients of the Hotel.

Materials:

All IT related equipment allocated to the position.

More detailed duties and responsibilities are listed attached in form of a checklist and are not meant to be complete. Local legislation and requirements may ask for adaptation and amendments. To fulfill the duties the jobholder is given the relevant authority to reach the goals by the  Fornt Office Manager/ General Manager of the Hotel operation

     Main Duties and Responsibilities:

• Prepare for daily VIPs arrivals in terms of room allocation amenities and special requests of Guests.
• Keep Misenplace ready for VIP arrival (Reg.cards room keys welcome drink)
• Register and process check in/out for all VIPs guests efficiently and professionally.
• Escort VIP gussets to their rooms.
• Update guest information into the computer after a complete check in.
• Accountable for cashiering duties foreign exchange transactions night audits tasks and settlement upon Guests departure.
• Handles walk in counter reservation at all times and process call in reservation when room reservations section is closed
• 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
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Ensure that all messages mails and packages are delivered to the guest room.
• Assist at the Information counter Foreign  Exchange and Business centre as and when assigned.
• 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.
• Follow up with Bell desk regards shuttle Bus.
• Daily courteous calls to VIP rooms so too with other guests.
• Report any unusual occurrences or requested to manager.
• Be aware of the hotel accident Prevention Policies.
• Ensure the cleanliness and neatness of front office area.
• Review log book verify outstanding and follow up pending. Identify if any special assignment for the day
• Check Hotel situation occupancy functions groups VIPs.
• Reannounce 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 guests anniversary and birthdays.
• Check VIP rooms after amenities are placed.
• Coordinate with the lobby manager regards arrival & departure transport arrangements for the day.
• File daily guest relations report and documents systematically.
• At the end of the shift or the day he has to communicate all information that the next shift has to know for a well running of the operations.

General/ Miscellaneous

• Coordination and information with the Housekeeping Engineering and Guest Relations team.
• Ensures all staff is thoroughly familiar with the Hotels emergency procedures and in a state of preparedness for any emergency which may occur.
• 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 :

Required Education and Experience:       Diploma or degree in vocational hospitality 5 7 years experience in 45 star Hot

Remote Work :

No

Employment Type :

Fulltime