Guest Relations Manager

Bachelor of Hotel Management (Hotel Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

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 company grooming standards at all times.
• Be 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 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.
• Maintain transparent and open communication with related departments to ensure customer requests and complaints are handled effectively and efficiently.
• Conduct house tours/site inspections and special room drops for VIPs.
• Conduct in-room check-ins, room orientation, and destination escorting to 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.
• 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.
• 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 attention to all residence guests.
• Ensure Accor Live Limitless members receive all benefits and that repeat guests and other VIPs receive special recognition and service.
• Liaise closely with Concierge, Butler and Raffles Club for hotel events, restaurant promotions, and special VIP requests.
• Liaise with Housekeeping and Engineering to maintain room standards and readiness on arrival.
• Monitor and respond to TrustYou reviews, driving positive comments and handling constructive feedback.
• Prepare compendiums prior to guest arrival and ensure ACDC is updated at all times.
• Maintain close contact with Airport Concierge and 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 to improve service delivery.
• Conduct regular one-on-ones with the team to maintain open conversation and feedback.

Qualifications

SUPPORTING HUMAN RESOURCE ACTIVITIES

• Support the developmental needs of others through coaching and mentoring.
• Solicit employee feedback and utilize an open-door policy.
• Bring issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assist in the interviewing and hiring of team members.
• Support a departmental orientation program for new hires.
• 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 co-workers as part of a multi-cultural team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Ability to promote positive relations with guests.
• 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.