PURPOSE OF POSITION
To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.
KEY ROLES & RESPONSIBILITIES
- Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
- Ensure all members consistently receive all benefits, and repeat guests and other VIP鈥檚 receive special recognition and service
- Meet and greet VIP guests personally
- Liaise closely with Concierge, Butler and Raffles Club for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
- Prepare compendiums prior guest arrival and check-into system if necessary
- Maintain close contact with Airport Concierge for new arrivals and departures
- Update and maintain repeat guest history system
- Promote Inter-Hotel sales and in-house facilities
- Send prepared welcome cards and amenities to room prior to guest arrival
- Attend to special requests by guests
- Handle guest complaints and refer them as necessary, follow up on corrective action
- Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
- Prepare requisitions for amenities on a timely basis
- Participate in regular meetings for all Guest Relations team members, Butlers and Raffles Club staff to facilitate communications and smooth operations
- Adhere to OH&S policies and procedures
- Performs related duties and special projects assigned