Assistant Guest Relations Manager

PURPOSE OF POSITION

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

KEY ROLES & RESPONSIBILITIES

1. Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
2. Ensure all members consistently receive all benefits; repeat guests and other VIPs receive special recognition and service.
3. Greet VIP guests personally.
4. Liaise with other departments and necessary outside contracts to ensure excellent service delivery.
5. Liaise closely with Concierge Butler and Raffles Club for hotel events, restaurant promotions, Limousine requirements, and special VIP requests or preparations.
6. Maintain an efficient repeat guest history system.
7. Assist Manager in Guest Relations and monitor the Milestone Programme and Amenity history of guests.
8. Promote InterHotel sales and in-house facilities.
9. Perform functions including but not limited to:
1. Regular and VIP guest welcome letters.
2. Ensure amenities are placed prior to guests' arrival.
3. Attend to special requests by guests.
10. Handle guest complaints, refer them as necessary, and follow up on corrective action.
11. Attend regular Club and VIP guest cocktail parties and social engagements to improve service delivery.
12. Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests.
13. Prepare requisitions for amenities on a timely basis.
14. Ensure the entire range of services offered aims to maximize guest satisfaction.
15. Participate in regular meetings for all Guest Relations team members, Butler, and Raffles Inc. to facilitate communication and smooth operations.
16. Be fully aware of the Credit policy.
17. Have full knowledge of Raffles standards.
18. Ensure full awareness of FL & S procedures.
19. Perform related duties and special projects assigned.

Human Resource and Training Responsibilities (for those incumbents with staff responsibilities)

1. Work with Superior and Talent & Culture Manager to ensure the departmental performance of staff is productive. Duties include:
1. Assist in planning for future staffing needs.
2. Assist in recruiting in line with company guidelines.
3. Prepare and administer a detailed induction program for new staff.
4. Assist in maintaining a comprehensive, current, and guest-focused set of departmental standards and procedures and oversee their implementation.
5. Ensure training needs analysis of Guest Relations staff is carried out, and training programs are designed and implemented to meet needs.
6. Provide input for probation and formal performance appraisal discussions in line with company guidelines.
7. Coach, counsel, and discipline staff, providing constructive feedback to enhance performance.
8. Regularly communicate with staff and maintain good relations.

Financial Responsibilities

1. Work with superior in the preparation and management of the department's budget. Duties include:
1. Assist in coordinating the preparation of the departmental annual budget.
2. Control and monitor 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 years at a supervisory level.

Remote Work : No

Employment Type : Fulltime