Guest Relations Manager
Skills
About This Role
The Position
- To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.
Key Roles & Responsibilities
- Live and project the goal, philosophy, vision, mission and core values of the company.
- Adheres to company grooming standards at all time.
- Is a continual source of information, help and assistance to all guests.
- Prepares the weekly duty rosters.
- Supervise Guest Relation Officers.
- Keeps the immediate manager fully informed of all problems or unusual matters of significance. Communicates and liaises at all times with line 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.
- Escorts external guests to their destination.
- Escorts 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.
- Promote Inter-Hotel sales and in-house facilities.
- Handle guest complaints and feedback according to Sofitel 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, Butler and Sofitel Club 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.
- Attend daily and monthly briefings or meetings to facilitate communications and smooth operations.
- Abides by all policies and procedures.
- Has full knowledge of Sofitel standards.
- Performs related duties and special projects assigned by Senior Management.
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