Guest Relations Manager

Job Description

MAIN RESPONSIBILITIES

• This role is the core of the hotel service as it is all about guest’s satisfaction and customer services where all departments converge.
• Its priority is our customer and hotel reputation
• You will have the ability to multi-task while under pressure and have a proactive personality in this busy hands on role
• Find new ways to push our RPS (reputation performance score)
• Relay with Heads of Departments with complaints and issues
• Ensures the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targets
• Conveys the hotel’s image and atmosphere though his/her exemplary attitude, warm and friendly welcome, availability and frequent presence in the field
• Proactive and motivator attitude through the team
• This role is 70% guests relations face-to-face and 30% admin tasks
• Improves the department’s results by increasing sales and productivity in all areas of the hotel
• Liaise closely with other HOD’s in the team. For Example Chef, Housekeeping and Maintenance
• Perform Shifts in the hotel when needed
• Be creative with amenities and “sparkles” – personalise memorable moments with our guests
• Make our regulars feel important and recognised
• Spend time in our Lobby and outlets to allow for Guest interaction and complaint handling
• Completing the training in Reception and support the Reception team if needed

Commercial / Sales

• Promotes the special offers and full range products
• Improves the department’s results by increasing sales and productivity in all areas of the hotel
• Brand promise
• Promote guest satisfaction experiences through Accor Extranets
• Ensure an attitude of anticipative and caring service is displayed at all times during your shift
• Assist and proactively aim to reach our annual targets for Budgets, RPS and other targets stipulated for the year

Management and Administration

• Work within the team completing the day-to-day operation of the Guest Relations department to ensure service standards are followed with friendly and engaging service
• Reply back to all Hotel reviews and complaints
• Checks inventories that have been carried out
• Tracking the budget and refunds on a daily & weekly basis
• Complaint tracking based on category
• Be in constant contact with the other departments and ensures that information circulates smoothly between them – e.g. Reception, Maintenance, HK and Kitchen
• Cover DM shifts and support all of departments
• Ensure employees are informed daily about priorities to personalize service
• Follows all departmental policies, procedures and standard
• Effectively & responsibly handles quests’ requests and reservations
• Clearly demonstrates to guests and colleagues a commitment to service excellence

NOTE: The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.

Qualifications