82 rue Henri Farman, CS 20077, Issy-les-Moulineaux, France
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Industry : Hotels & Resorts
Department : Front of House
Location : Dubai, United Arab Emirates UAE
Level : Staff Line level
Posted : 22 Oct 2024
Job Role : Guest Relations Manager
Recruiter : Accor Hotels
Job Ref : HOZ42731
Employment Type: Permanent
Job Type :
Validate Through : 2024-11-19
Salary Description: Competetive Salary Offered
RAFFLES
Company Description
A surprising, chic merging of Asian style with an Egyptian aesthetic, Raffles Dubai is a 5-star luxury hotel perfectly positioned in the heart of the city , delivering impeccable service and sophisticated style.
Job Description
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, repeat guests and other VIP's receive special recognition and service
- Greet VIP guests personally
- Liaise with other departments and necessary outside contracts to ensure excellent service delivery
- Liaise closely with Concierge, Butler and Raffles Club for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
- Maintains of efficient repeat guest history system
- Assist Manager in Guest Relations and monitor the Milestone Programme and Amenity history of guests
- Promote Inter-Hotel sales and in-house facilities
- Perform such functions as to include but not be limited to:
o Regular and VIP guest welcome letters
o To ensure Amenities are placed prior guests arrival
o Attending to special requests by guests
- Handle guest complaints and refer them as necessary, follows up on corrective action
- Attend regular Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery
- Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
- Prepare requisitions for amenities on a timely basis
- Ensures the entire range of services offered with the aim to maximum guest satisfaction
- Participates in regular meetings for all Guest Relations team member, Butler and Raffles Inc. to facilitate communications and smooth operations.
- Is fully aware of the Credit policy
- Has full knowledge of Raffles standards
- Ensures full awareness of FL & S procedures
- Performs related duties and special projects assigned
Human Resource and Training Responsibilities(for those incumbents with staff responsibilities)
- Works with Superior and Talent & Culture Manager to ensure the departmental performance of staff is productive. Duties include:
o Assists in planning for future staffing needs
o Assists in recruiting in line with company guidelines
o Prepares and administers detailed induction program for new staff
o Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation
o Ensures training needs analysis of Guest Relations staff is carried out and training programs are designed and implemented to meet needs
o Provides input for probation and formal performance appraisal discussions in line with company guidelines
o Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
o Regularly communicates with staff and maintains good relations
Financial Responsibilities
- Works with superior in the preparation and management of the department's budget. Duties include:
o Assists in co-ordinating the preparation of the departmental annual budget
o Controls and monitors departmental costs on an ongoing basis to ensure performance against budget
Qualifications
PERSONAL ATTRIBUTES
Atithi Jaiswal
Mumbai, India