Manager – Guest Relations

4 weeks ago

Caloocan, Philippines Dusit Hotels and Resorts in Davao Full time

Overview

Manager – Guest Relations role at Dusit Hotels and Resorts in Davao. This description includes responsibilities, qualifications, and expectations for the position.

Primary Responsibilities
  • Guest Service Responsibilities: Guest Relation Officer should standby at all times in the lobby; warmly welcome and farewell guests; escort guests from the main door to the Front Desk and to their rooms; escort guests to rooms and introduce hotel facilities.
  • Personalized service for limousine arrivals (greet by name at the front door).
  • Greet repeat guests by name at the entrance and escort to the Front Desk, Club Signature, or directly to their room for check-in.
  • Maintain neatness and cleanliness of the lobby at all times.
  • Be proactive in assisting guests in the lobby; if needed, escort guests to the appropriate counter and ensure satisfaction with service.
  • In case of delayed check-in, take over from Front Desk, escort guest to an outlet, offer appropriate service (drink, breakfast), and keep records of guests waiting for rooms with consumption breakdown; follow up with Front Desk Supervisor and update the guest.
  • Process check-in and check-out including cashier duties when Front Desk is engaged with others.
  • Look after special guest treatments (repeat guests, honeymooners, anniversaries, birthdays, A Club card holders) as per procedure.
  • Collect guest feedback in the lobby when possible and update all Guest Comments in Opera Guest History.
  • Issue loyalty cards to guests (A Club Guest Card & Accor Advantage Plus).
  • Privacy: Respect guest privacy/confidentiality of information; do not transmit guest names or history information.
Technical Responsibilities
  • Lead dynamically the Guest Relations Section and develop service to a higher level.
  • Supervise Lobby Assistance & Guest Relations, Guest Treatments Standards.
  • Encourage, conduct, and maximise enrolment in A-Club and Loyalty programs.
Training and Human Resources
  • Provide a discrimination-free workplace; handle harassment and discrimination complaints promptly and confidentially.
  • Treat customers and colleagues from all cultural groups with respect and sensitivity.
  • Identify and address cross-cultural conflicts or misunderstandings.
Others
  • Continuous learning through own IDP.
  • Any other duties as assigned by supervisor.
Accountabilities
  • Represents Dusit’s brand and values at all times; deliver an exceptional guest experience and promote Thai graciousness.
Company’s Culture
  • Communicate and embrace the company’s culture (Vision, Mission, Values); lead by example and cascade to subordinates. “Proud to belong and to contribute.”
Confidentiality
  • Ensure confidentiality and secure storage of all intellectual property and data; adhere to hotel policies. Keep hotel, customer, and staff information confidential during or after employment.
Job Requirements
  • Minimum education: Bachelor degree in Hotel Management or relevant discipline.
  • Minimum 5 years in Front Office experience.
  • Knowledge of Front Office Operations and Guest Relations.
  • Good English communication skills (written and spoken).
  • Professional disposition with excellent interpersonal skills.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Management
Industries
  • Hospitality

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