Guest Relations Manager

Roles and Responsibilities

• Supports the company’s philosophy and culture using Pillars and Legendary Quality Experiences daily to ensure Guest Satisfaction and the achievement of our Mission Statement.
• Oversee and manage shifts effectively to ensure a smooth and effective overall operation by guiding colleagues on and personally being involved in all required aspects of the department.
• Supervise and train all Guest Relations duties including auditing colleagues.
• Formulate and implement the strategy related to the hotel’s daily operational needs ensuring consistent guest services, colleague productivity, and safety while constantly striving for improvement.
• Responsible for the Emirates Palace Boutique, including day-to-day operations, stock control, ordering, presentation, and product line-up of the boutique.
• Develop the team through coaching, mentoring, and general communications.
• Evaluate the staffing guide and plan the staff requirements to suit operational needs.
• Control labor and operating expenses through effective scheduling, budgeting, and purchasing.
• Ensure effective communication of VIP Amenities with Housekeeping, Culinary, Concierge, Front Office, Reservations, and Sales.
• Monitor room blockage and ensure that guests’ requests and preferences are met upon check-in.
• Analyze guest preferences and prepare reports for improvement on Guest Satisfaction.
• Ensure the standard of all F&B amenity presentation and quality.
• Work with the EP Club Manager for any VIP Club and Suite guest tailoring the experience.
• Develop new ideas for cost-effective guest amenities.
• Track guest amenity costs.
• Meet and greet VIP guests upon arrival and departure.
• Maintain the highest quality database relating to Guest History and implement guest recognition programs in line with MOHG guidelines.
• Main contact for top VIP guests.
• Prepare guest turn down letters.
• Achieve and maintain a high guest retention ratio.
• Liaise with VIP guests for private business meetings in suites/function rooms.
• Conduct daily property tours to ensure security and report any findings to the Director of Rooms.
• Analyze weekly and daily all arrival guests to ensure all preferences and requests are met.
• Handle pre-arrival communication, arrival experience, check-in procedure, billing, and check-out procedures.
• Analyze and record all guests’ feedback and continuously drive for improvement.
• Possess extensive and intimate knowledge of Abu Dhabi, including transportation, restaurants, bars, clubs, retail, sightseeing, arts, and cultural activities.

Desired Candidate Profile

• Conduct performance reviews and take disciplinary action to address performance challenges.
• Select, train, evaluate, motivate, coach, and discipline the Butler team to ensure a high level of service according to Mandarin Oriental Hotel Group standards.
• Responsible for effective staffing, scheduling, and payroll.
• Ensure an efficient, courteous telephone and message service in all Guest Service areas is consistent.
• Ensure that all incoming reservations for the day match necessary accommodation, and that all VIPs, suite guests, and returning guests are pre-allocated/block accordingly.
• Ensure that the statement of allocated/blocked rooms is sent to the Housekeeping and Amenity Services Departments, and that all amenities and special requests are in place.
• Ensure that all returning guests are pre-registered and welcomed according to the hotel’s Guest Recognition program.

Skills and Background

• Experience in a high-volume internationally recognized luxury hotel chain and a minimum of two years in a similar position is required.
• Bachelor's degree in Hotel Management or relevant field.
• Strong leadership quality, training techniques, excellent communication and organizational skills.