Guest Relations Manager

Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.

Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.

PURPOSE OF POSITION

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.  Ensuring effective leadership of key front office guest contact heartists.

KEY ROLES & RESPONSIBILITIES

• Manage and supervise all tasks of his/her staff to ensure maximum guest satisfaction through guest recognition and prompt cordial attention.
• Leader in charge of all butlers and the effective coordination of shift times in line with their assigned guests. In addition, responsible for ensuring effective re-assignment of their contact with the guest when they are off shift or on days off.
• Leader in charge of concierge department including concierge agents and telephones / operator ensuring adequate coverage across all operational hours.  In the event that there is not coverage then coordination with front office colleagues for coverage on concierge and phone desk.
• Monitor guest relations personnel to ensure all members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and service.
• Meet and greet VIP guests personally.
• Coordinate with Concierge, Butler and Raffles Inc for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations .
• Oversee maintenance of efficient repeat guest history system.
• Promote Inter-Hotel sales and in-house facilities.
• Prepare welcome letters for regular guests and VIP guests
• Oversee and monitor butler pre-arrival contact.  Ensuring that all guests receive a pre-arrival email or phone call from the assigned butler at a minimum five days before arrival.
• Coordinate the communication from assigned butler and their contact with pre-arrival guests through to other departments to ensure bookings are confirmed and guests receive confirmation.
• Attend to special requests by guests as and when required.
• Handle guest complaints and refer them as necessary, follow up on corrective action.
• Compile, analyze and control guest relations’ amenity costs and budgets.
• Schedule and attend weekly management cocktail party.
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests; inspect all VIP rooms prior to arrival.
• Prepare requisitions for amenities on a timely basis.
• Organize and conduct regular meetings for all Guest Relations staff, Butler and Raffles Inc staff to facilitate communications and smooth operations.
• Work with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
  • Plan for future staffing needs and recruit in line with company guidelines
  • Prepare and administer detailed induction program for new staff
  • Maintain and implement a comprehensive and current set of departmental standards
  • Analyze training needs of Guest Relations staff and implement training programs
  • Conduct formal probation and performance appraisal discussions
  • Coach, counsel, discipline staff and provide constructive feedback
  • Appraise appearance, discipline and efficiency of all staff under direct supervision
  • Prepare efficient work and vacation schedule for Guest Relations Staff, taking into consideration project occupancy and forecasts and any large group movements
• Work with Superior in preparing and managing the department’s budget; control and monitor departmental costs on an ongoing basis to ensure performance against budget
• Adhere to OH&S policies and ensure direct reports do the same.
• Perform related duties and special projects assigned.
• Consistently monitor the guest journey and touchpoints to ensure in line with Raffles brand standards.  Make recommendations to Resort Manager on innovative touchpoints, such as local welcome drink, in room amenities and thoughtful touches that are consistent with ultra luxury guests.
• For VVIP ensure pre arrival experience is personally managed.  This includes all suite arrival guests, Platinum Accor members, Villa 301, high net worth, royalty, celebrity and dignitaries.
• Allocate butlers accordingly based on language of guests and preferences / interests.  Ensure for return guests where possible and if the heartiest is still employed, has the same butler.
• Effectively prepare a yearly leave calendar and ensure there are black out dates whereby all butlers and concierge heartists are on duty during peak period (festive season, easter for example).
• Ensure effective communication with Front Office operational departments at all levels from Duty Manager, GSA to driver.
• Schedule and lead a fortnightly ACDC meeting with key departments (Reservations, Food & beverage, front office operational leaders, housekeeping and kitchen) to highlight VIP and special care guests. To ensure planning is optimized and the resort is prepared for the arrival and ready for anticipatory service.
• Monitor reservations incoming and identify potential VIP guest arrivals.  Prepare a weekly summary with guest information and photos prior to arrival (7 days out) to allow necessary time for departments to assist with bespoke experiences.
• In charge of innovation for guest experience.  Propose and implement innovative guest experience programs and initiatives that are in line with trends for ultra luxury resort destinations.

PERSONAL ATTRIBUTES

• Fluent in three languages from our key geo source markets (preferably Russia, Germany, France, Spain, Italy, China) including English as one of the three languages.
• Must have prior experience managing programs or itineraries in a similar capacity for a resort with an ADR of US$1500 plus per night.  Therefore being capable of engaging with cliental at this level.
• Exceptional organizational planning skill.
• Proven experience in implementing innovative guest programs.
• Full drivers license.
• Excellent leadership & communication skills; ability to manage a multi-cultural team.
• High level of integrity, enthusiasm, dedication, support for continuous improvement.
• Flexible management style to meet the challenges of a changing work environment.
• Good knowledge of Front Office Operations including Opera.
• Self starter, coach and mentor who can motivate the entire Team to perform their best

EXPERIENCE

• Minimum 5 years’ relevant experience with at least 3 year at a management level at an ultra luxury five star resort with a luxury brand
• International experience in a key competitor resort market, to understand ultra luxury global resort experiences and expectations of guests of this caliber

QUALIFICATIONS

• Degree from School for Tourism & Hotel Management