Guest Relation Manager

MAIN RESPONSIBILITIES This role is the core of the hotel service as it is all about guests satisfaction and customer services where all departments converge. Its priority is our customer and hotel reputation You will have the ability to multitask while under pressure and have a proactive personality in this busy handson 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 hotels image and atmosphere through his/her exemplary attitude warm and friendly welcome availability and frequent presence in the field Proactive and motivated attitude through the team This role is 70% guest relations facetoface and 30% admin tasks Improves the departments results by increasing sales and productivity in all areas of the hotel Liaise closely with other HODs 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 special offers and a full range of products Improves the departments 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 daytoday 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 ensure that information circulates smoothly between them e.g. Reception Maintenance HK and Kitchen Cover DM shifts and support all 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. Remote Work : No Employment Type : Fulltime