Guest Relations Manager

Job Description

THE 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.
• Adheres to company grooming standards at all times.
• Is a continual source of information, help and assistance to all guests.
• Prepares the weekly duty rosters.
• Keeps the immediate manager fully informed of all problems or unusual matters of significance. Communicates and liaises at all times with Assistant Guest Relations Manager.
• Maintains transparent and open lines of communication, coordination and feedback 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.
• Escorts all arriving guests to their respective suites.
• Escorts external guests to their destination.
• Escorts departing guests to their means of transport.
• Checks all VIP rooms prior to arrival and ensures that the correct standard (allocations, amenities and special requests) is maintained.
• Greets all residence guests personally.
• Promotes inter-hotel sales and in-house facilities.
• Handles guest complaints and feedback according to Sofitel standards ensuring necessary actions, follow-up and recording are done.
• Completes the departure list for the following day and contacts VIP guests for any necessary arrangements.
• Renders maximum guest satisfaction through personal recognition and prompt cordial attention to entire residence guests.
• Ensures Club members consistently receive all benefits, repeat guests and other VIPs receive special recognition and service.
• Liaises closely with Concierge, Butler and Sofitel Club for hotel events, restaurant promotions, limousine requirements and special VIP requests or preparations.
• Prepares compendiums prior to guest arrival and checks info system if necessary.
• Maintains close contact with Airport Concierge and Reception for new arrivals and departures.
• Updates and maintains an efficient guest history system.
• Prepares requisition and distribution of amenities on a timely basis.
• Assures the upkeep and cleanliness of the Guest Relations desk and lobby at all times.
• Attends daily and monthly briefings or meetings to facilitate communications and smooth operations.
• Abides by all policies and procedures.
• Has full knowledge of Sofitel standards.
• Performs related duties and special projects assigned by Senior Management.

PERSONAL ATTRIBUTES

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