Guest Relations Manager
Rixos - Alexandria
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
