MAIN RESPONSIBILITIES
- This role is the core of the hotel service as it is all about guestâs satisfaction and customer services where all departments converge.
- Its priority is our customer and hotel reputation
- You will have the ability to multi-task while under pressure and have a proactive personality in this busy hands-on role
- Manage airline crewâs journey from pre arrival to smooth check in, when in house till departure, and ensure a seamless, efficient, and elevated hospitality experience tailored to airline personnel.
- 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 hotelâs 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 face-to-face and 30% admin tasks
- Improves the departmentâs results by increasing sales and productivity in all areas of the hotel
- Liaise closely with other HODâs in the team. For Example, Chef, Housekeeping and Maintenance
- Perform Shifts in the hotel when needed
- Be creative with amenities and âsparklesâ â 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 departmentâs 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 day-to-day 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 with satisfactory resolutions
- 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 â 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 guests 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.