Manager – Guest Relations

Primary Responsibilities

• Guest Relation Officer should standby at all time in the lobby.
• The Guest Relation Officer’s main responsibility is to warmly welcome (and farewell) all guests arriving at the hotel, escort them from the main door to the Front Desk and from the Front Desk to their room.
• The Guest Relation Officer escorts the guests to their room, introduces the hotel, and explains room facilities.
• For guests arriving with a limousine booking, the Guest Relation Officer will welcome them at the hotel front door by name to personalize the service.
• All repeat guests (5th stay and up) are welcomed 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 ensures the lobby area is neat and clean at all times.
• The Guest Relation Officer is proactive in assisting guests in the lobby as needed and will escort the guest to the appropriate counter if the request cannot be handled directly, ensuring guest satisfaction.
• In the event of delayed check-in (room not yet ready upon check-in), the Guest Relation Officer takes over from the Front Desk, escorts the guest to the appropriate Outlet, offers the appropriate service (e.g., drink, breakfast), and keeps records of “Guest waiting for rooms” with a breakdown of consumptions. They follow up with the Front Desk Supervisor on room status and revert to the guest.
• If the Front Desk is engaged with others, the Guest Relation Officer is able to process check-in and check-out including cashier duties.
• The Guest Relation Officer looks after special guest treatments such as Repeat Guests, honeymooners, anniversaries, birthdays, and Club card holders, per established procedures.
• The Guest Relation Officer collects guest feedback in the lobby when opportunities arise and updates all Guest Comments in Opera Guest History.
• Guest Relation Officers issue loyalty cards to guests (A Club Guest Card & Accor Advantage Plus).
• Privacy: The Guest Relation Manager respects privacy/confidentiality of guest information, and will not transmit guest names or guest history information.

Technical Responsibilities

• The Guest Relation Manager leads the Guest Relations Section proactively to develop the service to an even higher level.
• Supervising: Lobby Assistance & Guest Relations; Guest Treatments Standards.
• The Guest Relations Manager is responsible for encouraging, conducting and maximizing enrolment in the A-Club and Loyalty programs.

Training and Human Resources

• Ensure wherever possible that employees work in an environment free of discrimination, harassment and victimisation.
• Treat harassment and discrimination complaints promptly and confidentially.
• Treat customers and colleagues from all cultural groups with respect and sensitivity.
• Identify and address issues that may cause cross-cultural conflict or misunderstanding.

Others

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

Accountabilities

• Represents Dusit’s brand and its values at all times, builds relationships, and delivers an exceptional guest experience while promoting Thai graciousness.

Company’s Culture

• Communicate and fully embrace the Company’s culture (Vision, Mission and Values), lead by example, and cascade culture to subordinates – “Proud to belong and to contribute.”

Confidentiality

• Ensure confidentiality and secure storage of all intellectual property and data, both hard copy and electronic. Adhere to the company’s policies. Ensure hotel, customer and staff information or transactions are kept confidential during or after employment.

Job Requirements

• Minimum education of a Bachelor’s degree in Hotel Management or a relevant discipline.
• Minimum of 5 years in Front Office experience.
• Knowledgeable in Front Office Operations and Guest Relations.
• Good English communication skills, both written and spoken.
• Possess a professional disposition with excellent interpersonal skills.

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