Guest Relations Manager

PURPOSE OF POSITION

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

KEY ROLES & RESPONSIBILITIES

• Live and project the goal philosophy vision mission and core values of the company.
• Adhere to and ensure team adherence to company grooming standards at all times.
• Act as a continual source of information, help, and assistance to all guests.
• Assume responsibility of Duty Manager if asked to do so.
• Prepare the weekly duty rosters and discuss it with the FOM.
• Supervise Guest Relation team operations and take responsibility for their productivity.
• Keep the immediate manager fully informed of all problems or unusual matters of significance. Communicate and liaise at all times with Guest Relations Supervisor.
• Maintain transparent and open lines of communication, coordination, and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently, and log them into the tracking system in place.
• Conduct house tours, site inspections, and special room drops for VIPs.
• Conduct in-room check-in, room orientation, and destination escorting for guests.
• Meet and greet VIPs and long-term guests, ensuring their rooms are inspected and prepared. Drive pre-welcome, welcome, stay, and farewell experiences.
• Lead initiatives to improve the guest experience by implementing guest-oriented activities, reviewing guest data, and making suggestions about potential improvements.
• Ensure that the correct standards (allocations, amenities, and special requests) are maintained.
• Escort departing guests to their means of transport.
• Greet all residence guests personally.
• Promote Inter-Hotel sales and in-house facilities.
• Handle guest complaints and feedback according to Raffles standards, ensuring necessary actions, follow-ups, and recordings are done.
• Complete the departure list for the following day and contact VIP guests for any necessary arrangements.
• Render maximum guest satisfaction through personal recognition and prompt cordial attention to all residence guests.
• Ensure Accor Live Limitless members consistently receive all benefits; repeat guests and other VIPs receive special recognition and service.
• Liaise closely with Concierge, Butler, and Raffles Club for hotel events, restaurant promotions, limousine requirements, and special VIP requests or preparations.
• Liaise with Housekeeping and Engineering to maintain the highest standards and Room Ready on Arrival policy.
• Monitor and respond to TrustYou reviews, driving positive comments and handling constructive ones to convert them into positive experiences.
• Prepare compendiums prior to guest arrival and check the info system if necessary; ensure ACDC is updated at all times.
• Maintain close contact with Airport Concierge Reception for new arrivals and departures.
• Update and maintain an efficient guest history system.
• Ensure the upkeep and cleanliness of the Guest Relations desk and lobby at all times.
• Attend daily and monthly briefings or meetings to facilitate communications and smooth operations.
• Abide by all policies and procedures.
• Have full knowledge of Raffles standards.
• Perform related duties and special projects assigned by Senior Management.
• Plan training programs for team members and ensure their performance is monitored and documented.
• Attend regular Club and VIP Guest cocktail parties and social engagements to further improve service delivery.
• Conduct regular one-on-one meetings with the team to maintain open conversations and regular feedback.

Qualifications:

SUPPORTING HUMAN RESOURCE ACTIVITIES

• Support the developmental needs of others and coach, mentor, or otherwise help others improve their knowledge or skills.
• Solicit employee feedback, utilize an open-door policy, and review employee satisfaction results to identify and address employee problems or concerns.
• Bring issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assist as needed in the interviewing and hiring of employee team members with the appropriate skills.
• Support a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Participate in employee progressive discipline procedures.

PERSONAL ATTRIBUTES

• Strong written and verbal communication skills in English.
• Able to develop rapport with colleagues and staff management.
• 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 a 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:

Full-time