Guest Relations Manager

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.

PURPOSE OF POSITION

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

KEY ROLES & RESPONSIBILITIES

• Live and project the goal, philosophy, vision, mission and core values of the company.
• Adheres and ensure teams’ adherence to company grooming standards at all time.
• Is a continual source of information, help and assistance to all guests.
• Assumes responsibility of Duty Manager if asked to do so.
• Prepares the weekly duty rosters and discussing it with FOM.
• Supervise Guest Relation team operations taking responsibility of their productivity.
• Keeps the immediate manager fully informed of all problems or unusual matters of significance. Communicates and liaises at all times with Guest Relations Supervisor.
• Maintains Transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently and logged them into tracking system in place.
• Conduct house tours / site inspection and special room drops for VIP’s.
• Conduct In-Room check in, Room orientation and destination escorting to guests.
• Meet and greet VIPs and long-term guests, ensuring their rooms are inspected and prepared. Drive pre-welcome, welcome, stay, and farewell experiences.
• Lead initiatives to improve the guest experience by implementing guest-oriented activities, reviewing guest data and making suggestions about potential improvements.
• Ensures that the correct standards (allocations, amenities and special requests) are maintained.
• Escorts departing guests to their means of transport.
• Greet all residence guests personally.
• Promote Inter-Hotel sales and in-house facilities.
• Handle guest complaints and feedback according to Raffles standards ensuring necessary actions, follow up and recording are done.
• Completes the departure list for the following day – contact VIP guests for any necessary arrangements.
• Renders maximum guest satisfaction through personal recognition and prompt cordial attention to entire residence guest.
• Ensure Accor Live Limitless members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
• Liaise closely with Concierge, Butler and Raffles Club for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
• Liaise with Housekeeping and Engineering to maintain room highest standards and “Room Ready on Arrival” policy.
• Monitor and respond to TrustYou reviews, driving positive comments and handling constructive ones converting them into positive.
• Prepare compendiums prior to guest arrival and check-info system if necessary, and ensure ACDC is updated at all times.
• Maintain close contact with Airport Concierge, Reception for new arrivals and departures.
• Update and maintain efficient guest history system.
• Assures the upkeep and cleanliness of the Guest Relations desk and lobby at all times.
• Attend daily and monthly briefings or meetings to facilitate communications and smooth operations.
• Abides by all policies and procedures.
• Has full knowledge of Raffles standards.
• Performs related duties and special projects assigned by Senior Management.
• Plan training programs for the team members and ensure their performance are being monitored and documented.
• Attend regular Club and VIP Guest cocktail parties and social engagements in effort to further improve on service delivery.
• Conduct regular one to one with the team to maintain open conversation and regular feedbacks.

SUPPORTING HUMAN RESOURCE ACTIVITIES

• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
• Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Participates in employee progressive discipline procedures.

PERSONAL ATTRIBUTES

• Strong written and verbal communication skills in English
• Able to develop rapport with colleagues and staff management
• Ability to work cohesively with co-workers as part of a multi-cultural team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with guests and patrons
• Able to exercise good judgment with difficult guests

QUALIFICATIONS

• Degree from School for Tourism & Hotel Management

EXPERIENCE

• Minimum 3 - 5 years’ relevant experience with at least 2 year at a supervisory level

Raffles Dubai Sheikh Rashid Road, Wafi121800 Dubai, United Arab Emirates