About this role
- To be thoroughly knowledgeable of all systems and procedures used in the Guest Relations Department in order that he / she can give effective supervision to the team member.
- To assist in the hiring, training and supervision of all Guest Relations team member and Trainee.
- To ensure staffing levels are appropriate and in accordance with the policies and to complete duty rosters.
- To ensure that rooms and amenities are properly allocated for all arriving guests, and are greeted at check-in.
- To ensure that arriving VIP rooms are checked by Guest Relations team member for proper set-up of amenities as well as other concerns relating to Housekeeping and Engineering.
- To ensure that all Guest Relations team member use guests’ names.
- To liaise with other operating departments notably Food & Beverage and Housekeeping on matters which related to the departments.
- To liaise with Administration offices and Front Office management on arriving VIP guests.
- To establish and maintain efficient employee relations, as well as communication within the department.
- To regularly contact in-house VIP and long staying guests and to coordinate gifts when required.
- To ensure guests receive prompt attention and personal recognition at lobby area.
- To continue to monitor and update VIP Amenity Programme.
- To assist in identifying training needs, developing formal training plans and implementing training sessions for guest-contact personal.
- To oversee an efficient maintenance of repeat Guest History system and comment cards.
- To promote Food and Beverage outlets and inter hotel sales.
- To oversee requisitions for guest amenities and supplies.
- To maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of all Guest Relations personnel.
- To handle guest complains and when needed to inform senior management of special guests’ problems.
- To hold regular briefings with team member and advise them of all information involving them.
- To be prepared to undertake extraordinary functions as required by Management.
- To be familiar with “OnQ” computer system including: Reservations, Front Desk, Guest History and Cashier.
- To ensure all important guests are made known to concerning departments by reports.
- To oversee the operation of the Gift Shop and ensuring maximum revenue to his/her ability and to suggest ways to make improvements.
- Min. 2 years experiences in FO leading role.
- BA/BS/Bachelor's Degree
- 2 Years of management or supervisory experience.