Guest Relation Manager
Guest Relation Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
This position focuses on customer service and builds partnerships with other departments to ensure that guests needs are attended to promptly. To respond to situations and activities at the Front Desks Lobby any another other hotel premises that requires attention and all emergencies. Leading the Front Office team through organizational changes and providing support and manage the Front Desk operations and hotel room inventory.
Summary of Responsibilities:
The Guest Relations Manager will be reporting to the Director of Front Office Operations/Front Office Manager. Responsibilities and essential job functions include but are not limited to the following:
- Ensure the safety security and loss control policies and procedures are compiled within the hotel
- Provide direction and leadership Hotel Emergency Team and if needed calls for the evacuation of people and staff from areas affected by fire flood bomb threats or civil disturbance
- Maintain visible image of management at all times
- Assist employees and guests by handling guest feedback both written and verbal and include investigations into guest complaints
- Ensure documentation of all guest related issues using SCORE log
- Meet greet and room VIPs and making courtesy calls to guests
- Conduct daily briefings presenting business issues hotel information and coach and train colleagues on guest handling skills
- Conduct investigations when Front Desk colleagues are unable to balance their cashiering ledger and/or cash float
- Coach and train colleagues and carry out disciplinary actions when necessary
- Attend scheduled meetings departmental and interdepartmental meetings
- Coordinate full house activities handle pledge relocations of guests
- Control hotel room inventory and manage room availability for check in
- Ensure procedures of OnCall Valet desks and driveways are manned at all times and operate efficiently
- Complete any collateral assignment.
- Coordinate with Reception and Loyalty to look out for VIP arrivals booked.
- Meet and greet guests upon arrival and departure and VIP guests.
- Assist with oversight of Royal Service operations
Qualifications :
- University/College Degree in a related discipline or equivalent experience required.
- Minimum 3 years Hotel Front Office and Food and Beverage experience
- Sound Computer Knowledge i.e. well versed with windows internet explorer and word either POS or PMS system
- Knowledge of Opera would be of advantage
- Read write and speak English fluently
- Sound decision making
- Good interpersonal and communication skills
- Leadership/People management skills
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
