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QUALIFICATIONS AND JOB DESCRIPTION
ASSISTANT GUEST RELATIONS MANAGER
To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.
KEY ROLES & RESPONSIBILITIES
- Supervise all tasks of his/her staff to ensure optimal guest satisfaction
- 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 Assistant Manager.
- 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.
- Escorts all arriving guests to their respective suites, external guests to their destination, and departing guests to their means of transport.
- Checked all VIP rooms prior to arrival and ensure that the correct standard (allocations, amenities and special requests) is maintained.
- Greet all residence guests personally and promote Inter-Hotel sales and in-house facilities.
- Handle guest complaints and feedback according to Hyde 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 to entire residence guest.
- Ensure Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
- Liaise closely with Concierge and Butler for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
- Prepare compendiums prior to guest arrival and check-info system if necessary.
- Maintain close contact with Airport Concierge, 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 desk and lobby at all times.
- Abides by all policies and procedures.
- Has full knowledge of Hyde standards.
- Performs related duties and special projects assigned by Senior Management.
PERSONAL ATTRIBUTES
- Strong written and verbal communication skills in English
- Able to develop rapport with colleagues and management staff
- Ability to work cohesively with co-workers as part of a multi-cultural team
- Ability to focus attention on guest needs, remaining calm and courteous at all times
- Ability to promote positive relations with guests and patrons
- Able to exercise good judgment with difficult guests
QUALIFICATIONS
- Degree from School for Tourism & Hotel Management
EXPERIENCE
- Minimum 3 years’ relevant experience with at least 1 years at a supervisory level
12 Nis 2024;
from:
kariyer.net