Job Description

•    Supports the Guest Relations Manager 
•    Supervises and leads the Guest Services Agents
•    Attends briefings/ meetings (Management Meeting, Operations Briefing) and updates management on Guest Relations activities
•    Promotes importance of Guest Relations amongst other guest contact departments i.e. Housekeeping and Food & Beverage etc.  
•    Continuously monitors the hotel’s VIP initiatives and creates innovative and personalized amenity programmes
•    Monitors the progress and performance of all aspects of the Guest Relations programmes 
•    Analyses the guest data and establishes strategies to enhance guest retention ratios 
•    Trains all front-line colleagues on Guest Relations principles
•    Ensures guest feel welcome 
•    Escorts arriving guests, VIP’S and celebrity guests
•    Maintains high guest repeat and retention rate 
•    Ensures instructions from Management/ MOHG are communicated and acted upon 
•    Is the champion of guest name recognition 
•    Is the champion of guest preferences collection 
•    Is the champion of ‘MOWOW’ initiatives 
•    Accountable for results from Guest Database Audit, Guest Satisfaction and LQE standards in areas relating to Guest Recognition  
•    Handles guest complaints diligently and professionally 
•    Ensure all rooms assigned for arrivals are ready prior to guest’s check in
•    Ensure GM/ HM/ DH welcome card is set up for arrival guests 
 

Job Requirements