Department: Rooms Division, Front Office & Guest Services
Employment Type: Fixed Term - Full Time
Location: Egypt - Safaga
Reporting To: Guest Relations Manager / Front Office Manager
Description
The incumbent in this position is responsible for - under the management of the Guest Relations Manager and taking into account the established standards - supervising and leading all areas of the Guest Relations.
Key Responsibilities
The job of
Guest Relations Supervisor is executed satisfactorily when:
- LQA (Leading Quality Assurance) audit results are 85% and above.
- CSS (Customer Satisfaction Survey) results are rated on an average with 5 and above.
- Hotel and Outlets are promoted.
- Guest complaints are minimized and if occur followed up efficient and are reported to Operations team.
- In case of immediate need, the Guest Relations Supervisor helps with reception duties.
- Communication of hotel & company philosophy and internal hotel representation.
- Have an in-depth knowledge of the hotel and the geographical layout of the city / surroundings.
- Be knowledgeable about all VIPs in-house, hotel functions and special events.
- Collect as much feedback information on VIPs as possible (on daily basis) by checking e.g. Google, Opera PMS company wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile.
- Welcome, facilitate and bid farewell to as many guests as possible.
- Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.
- Liaise with GRM and FOM, to prepare tailor made guest itinerary for Top VIP's when appropriate and coordinate VIP greetings and departures ahead of time.
- Obtain as much information about a guest's stay to be entered in the guest history.
- Welcome visitors to the hotel, assist with general information, internal promotions and directions.
- Handle guest complaints and requests in a polite and efficient manner; give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.
- Maintain a record of all complaints and requests, follow up and inform concerned operating departments.
- Perform special projects and related duties as assigned.
- Walk throughout the hotel recognizing guests and engage with them appropriately.
- Attend & participate in daily briefings as scheduled.
- Report potential and existing hazards and rectified immediately.
- Provide information to all guests regarding the services and possible internal promotions of the hotel.
- Senior Management on any unusual circumstances that might affect guest service and expectations.
- Participate in training programs.
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
Skills, Knowledge and Expertise
- College Degree in Hospitality.
- Minimum of 2 years experience in a Front Office position preferably in an international five star hotel.
- Excellent MS Office knowledge.
- Advanced knowledge of Opera.
- Basic knowledge of Micros.
- Ability to maintain the highest standards of professionalism, ethics, grooming, and attitude.
- Pro-active hospitality skills including guest service skills.
- Excellent communication skills.
- German - excellent oral and written skills.
- English - excellent oral and written skills.
About Kempinski
Founded in Germany in 1897, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.
Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments, and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodations, superb cuisine, and unrivaled facilities - complemented by impeccable service.
For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility, and efficiency. Put simply, they are the first choice for the discerning individual.
In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambiance with the international standards of service and luxury that Kempinski guests have come to expect.
