Manager – Guest Relations

Overview

Job Description

Primary Responsibilities

Guest Service Responsibilities

• Guest Relation Officer should standby at all time in the lobby.
• The Guest Relation Officer’s main responsibility is to warmly welcome (& farewell) all the guests arriving at the hotel, escort them from the main door to the Front Desk & from the Front Desk to their room.
• The Guest Relation Officer’s escort the guests to his room, and introduces the hotel, and room facilities.
• For all Guests expected to arrive with a limousine booking, the Guest Relation Officer will welcome him at the hotel front door by name in order to personalize the service.
• All repeat guests (5th stay up) are welcome by name by the Guest Relation Officer at the entrance and escorted to the Front Desk, Club Signature or straight to their room for check in.
• The Guest Relation Officer will ensure the neatness and cleanliness of the lobby area at all times.
• The Guest Relation Officer is pro-active in assisting the guests in the lobby as needed as long as she can handle the request directly. If not, the Guest Relation Officer will escort the guest to the counter concerned & ensure that the guest is satisfied with the service provided.
• In the event of delayed check in (room not yet ready upon check in), the Guest Relation Officer takes over from the Front Desk, escort the guest to the appropriate Outlet & offer the appropriate service to the guest (drink, breakfast…). The Guest Relation Officer will then keep the records of “Guest waiting for rooms” with the breakdown of consumptions, follow up with Front Desk Supervisor the room status & revert to the guest.
• In the event that Front Desk engages with others, The Guest Relation Officer is able to process check in and check out including cashier works.
• The Guest Relation Officer will be looking after special Guest Treatments such as Repeat Guests, honeymooners, anniversary, guest’s birthdays, A Club card holders… as per procedure established.
• The Guest Relation Officer has the responsibility to collect some guest feedbacks in order in the lobby when she has the opportunity, and will as well update all the Guest Comments in the Opera Guest History.
• The Guest Relation Officers are the issuers of the loyalty cards to the guests (A Club Guest Card & Accor Advantage Plus).
• Privacy: The Guest Relation Manager will be attentive to respect the privacy/confidentiality of the information, or guest names available. He/she will ensure not to transmit any guest name, or guest history information.

Technical Responsibilities

• The Guest Relation Manager must lead dynamically the Guest Relations Section & be pro-active to develop the section to an even higher level of service.
• The Guest Relation Manager is supervising more specifically:
• Lobby Assistance & Guest Relations
• Guest Treatments Standards
• The Guest Relations Manager is responsible for encouraging, conducting and maximising enrolment number of A-Club and Loyalty program.

Training and Human Resources

• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
• Treat complaints of harassment and discrimination promptly and confidentially.
• Treat customers and colleagues from all cultural groups with respect and sensitivity.
• Identify and deal with issues which may cause cross cultural conflict or misunderstanding.

Others

• Continuous learning through own IDP.
• Any other duties as may be assigned by the superior.

Accountabilities

• Represents Dusit’s brand and its values at all times. We will establish relationships and foremost and we will deliver an exceptional guest experience and promote Thai graciousness.

Company’s Culture

• Communicate and fully embracing the Company’s culture (our Vision, our Mission and our Values), leads by example and cascade to all your subordinates. – “Proud to belong and to contribute”

Confidentiality

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Dust Internet and E-mail policy. Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

Job Requirements

• Minimum education of Bachelor degree in Hotel Management or relevant discipline.
• Minimum of 5 years in Front Office experience.
• Knowledgeable in Front Office Operation and Guest Relations.
• Have good English communication skills both in written and spoken.
• Possess professional disposition with excellent interpersonal skills.

#J-18808-Ljbffr

---