Job Description
What you will be doing:
Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests.
Keep Mis-en-place ready for VIP arrival (Reg.-cards, room keys, welcome drink)
Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time
Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up
Ensure that all messages, mails and packages are delivered to the guest room.
Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.
Maintain continuous contact with hotel guest to ensure that any problem or complain are handle efficiently & courteously.
Check Hotel situation, occupancy, functions, groups, VIPs.
Re-announce VIP rooms to Housekeeping and F&B departments.
Check if all departure details for the day have been taken, as well as for the next day.
To arrange for bouquets, cake and cards in case of guest's anniversary and birthdays.
Handling online reviews, control feedback and presence on social platforms.
Ensures all staff is thoroughly familiar with the Hotel's emergency procedures and in a state of preparedness for any emergency which may occur.
Execution of regular technical/skills training. Is responsible for setting up and maintaining ongoing training programs in the Rooms Division in conjunction with the Director of HR and the Training Manager.
Reviews Duty Manager/Night Manager book daily and takes corrective action when necessary. Also reviews switchboard logbook daily.
He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
Assumes responsibility of Duty Manager when scheduled to do so.
Other duties as assigned.
Qualifications
Your experience and skills include:
Minimum of 4-6 years experience as a Guest Relations Manager in hotel is preferred.
Fluent English speaker and additional Russian language
Experience in the GCC and/or Middle East Region is a plus.
Excellent communication skills, both written and verbal required.
Be committed to exceeding guest expectations
Understanding of all hotel management best practices
Hands-on experience with Hotel Management software (PMS)
Customer service driven with outstanding communication and active listening skills
Excellent problem-solving and multitasking skills
Leadership skills along with the ability to motivate a team into high performance
Ability to work flexible hours
Strong sense of responsibility and a professional presentation
