GUEST RELATIONS MANAGER
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2 - 4 years
KWD 1 - 100
Any Nationality
N/A
1 Vacancy
Job Description
- The Guest Relations Manager is part of the Rooms Management Team and his/her shift will be assigned as Manager on duty in collaboration with Guest Service Manager and Front Desk Manager.
- The Guest Relations Manager will be responsible of Concierge Team, Guest Experience Team and Airport Team.
- The Guest Relations Manager presence within the hotel lobby will reinforce connection with Hotel’s VIP arrivals and parties including curbside, long stay guests and Web check in & check out experience within the hotel.
- Airport Manager, who reports to Guest Relations Manager, will maintain relationship to Airport services such as Hala Meet and Assist as well as coordinate Airport greeter operation.
- The Guest Relations Manager will ensure accurate communication between department managers, and be a liaison between Housekeeping and In-room dining.
- Concierge desk is also the natural place where guest’s direct comments, questions, suggestions and concerns. The Guest Relations Manager oversees day-to-day concierge operations and will make sure to connect with local market, restaurants, museums and different hotels to enhance the guest experience.
- Continuously provide up to date information regarding citywide openings and closures when referencing restaurants, entertainment venues, and citywide events.
- Act as lead for arranging guest activities and itineraries, personalizing each guest stay.
- Interviews, trainings and schedules the staff.
- Conducts performance evaluations and coach staff when needed.
- Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests and Long-stay Guest.
- Inspects VIP and Special Attention guestrooms and ensures readiness for a perfect arrival experience.
- Assures that all financial and credit procedures are followed and follows up on any issues.
- Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
- Measures results (challenges, successes, etc.) and meets on a weekly basis with Front Office Manager.
- Oversees and implements Hotel Guest Experience initiatives and ideas consistently working to enhance and maintain our guests' expectations.
- Focuses on establishing relationships with return and VIP guests, as well as focusing on their pre-arrival needs.
- Coordinate monthly department meeting and monthly 1 to 1 with each team member.
- Actively responds to Guest feedback (Medallia, booking.com, Revinate, Tripadvisor)
Employment Type
Full Time
