Guest Relations Liaison

Job Description

Scope of Position

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

Specific 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.
• Keeps the immediate manager fully informed of all problems or unusual matters of significance. Communicates and liaises at all times with Front Office Manager and Assistant Front Office Manager and Supervisors
• Maintains Transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
• Conduct house tours / site inspection and special room drops for VIP’s and All members
• Escorts VIP arriving guests to their respective Rooms.
• Escorts departing guests to their means of transport.
• Checked all VIP rooms prior to arrival and ensures that the correct standard (allocations, amenities and special requests) is maintained.
• Promote Inter-Hotel sales and in-house facilities.
• Handle guest complaints and feedback according to standards ensuring necessary actions, follow up and recording are done.
• Completes the departure list for the following day – contact VIP guests for any necessary arrangements.
• Renders maximum guest satisfaction through personal recognition and prompt cordial attention.
• Ensure ALL members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service

• Prepare compendiums prior to guest arrival and check-info system if necessary.
• Maintain close contact with Reception for new arrivals and departures.
• Update and maintain efficient guest history system.
• Prepare requisition and distribution of amenities on a timely basis.
• Assures the upkeep and cleanliness of the Guest Relations area and lobby at all times.
• Attend daily and monthly briefings or meetings to facilitate communications and smooth operations.
• Abides by all policies and procedures.
• Has full knowledge of Pullman standards.
• Performs related duties and special projects assigned by Senior Management.
• Pre arrival emails and follow up emails to guests to complete surveys.
• Conduct pre-arrival meetings
• Oversee Switchboard Office and ensure that there is always cover.

Systems & Procedures

• Log and inform your manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
• Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.
• Complete all duties and ensure a concise hand over.

Customer Relations

• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests.  Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Also strive to achieve high 100% ratings on guests review platforms.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
• Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.
• Enrolments to be monitored and targets met.

Other

• Take responsibility to ensure all required tasks are completed accurately and within given time frames.
• Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.
• Abide by Accor policy on EEO and Harassment in the workplace.
• Ensure wherever possible that employees are provided with a workplace free of discrimination, harassment and victimisation.
• Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.
• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
• Any other reasonable request within your range of competence as required by your manager or Hotel Management.
• As part of Accor’s ongoing commitment to quality customer service, you may be monitored and recorded.
• Where Front Office requires assistance, stand in where necessary.

Qualifications

• Matric (grade 12) essential 
• Previous experience in a Front Office role in a hotel. 
• Excellent communication skills in English; additional languages are an advantage.
• Strong computer literacy and familiarity with Opera PMS (or similar systems).
• Polished telephone etiquette and a calm, courteous demeanor under pressure.
• Passion for delivering exceptional guest service and exceeding expectations.
• Ability to multitask, prioritize, and remain composed in a fast-paced environment.

Additional Information