Guest Relations Officer

ACCOR
Dubai
AED 60,000 - 120,000
Job description

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

  • Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
  • Ensure all members consistently receive all benefits, and repeat guests and other VIPs receive special recognition and service.
  • Meet and greet VIP guests personally.
  • Liaise closely with Concierge, Butler, and Raffles Inc for hotel events, restaurant promotions, limousine requirements, and special VIP requests or preparations.
  • Prepare compendiums prior to guest arrival and check into the system if necessary.
  • Maintain close contact with Airport Concierge for new arrivals and departures.
  • Update and maintain repeat guest history system.
  • Promote Inter-Hotel sales and in-house facilities.
  • Send prepared welcome cards and amenities to rooms prior to guest arrival.
  • Attend to special requests by guests.
  • Handle guest complaints and refer them as necessary, following up on corrective action.
  • Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests.
  • Prepare requisitions for amenities on a timely basis.
  • Participate in regular meetings for all Guest Relations team members, Butlers, and Raffles Inc staff to facilitate communications and smooth operations.
  • Adhere to OH&S policies and procedures.
  • Perform related duties and special projects assigned.

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 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.
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