Assistant 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

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure

• Ensure all members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service

• Greet VIP guests personally

• Liaise with other departments and necessary outside contracts to ensure excellent service delivery

• Liaise closely with Concierge, Butler and Raffles Club for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.

• Maintains of efficient repeat guest history system

• Assist Manager in Guest Relations and monitor the Milestone Programme and Amenity history of guests

• Promote Inter-Hotel sales and in-house facilities

• Perform such functions as to include but not be limited to:

o Regular and VIP guest welcome letters

o To ensure Amenities are placed prior guests arrival

o Attending to special requests by guests

• Handle guest complaints and refer them as necessary, follows up on corrective action

• Attend regular Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery

• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests

• Prepare requisitions for amenities on a timely basis

• Ensures the entire range of services offered with the aim to maximum guest satisfaction

• Participates in regular meetings for all Guest Relations team member, Butler and Raffles Inc. to facilitate communications and smooth operations.

• Is fully aware of the Credit policy

• Has full knowledge of Raffles standards

• Ensures full awareness of FL & S procedures

• Performs related duties and special projects assigned

Human Resource and Training Responsibilities (for those incumbents with staff responsibilities)

• Works with Superior and Talent & Culture Manager to ensure the departmental performance of staff is productive. Duties include:

o Assists in planning for future staffing needs

o Assists in recruiting in line with company guidelines

o Prepares and administers detailed induction program for new staff

o Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation

o Ensures training needs analysis of Guest Relations staff is carried out and training programs are designed and implemented to meet needs

o Provides input for probation and formal performance appraisal discussions in line with company guidelines

o Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance

o Regularly communicates with staff and maintains good relations

Financial Responsibilities

• Works with superior in the preparation and management of the department’s budget. Duties include:

o Assists in co-ordinating the preparation of the departmental annual budget

o Controls and monitors departmental costs on an ongoing basis to ensure performance against budget

PERSONAL ATTRIBUTES

• Strong written and verbal communication skills in English
• Able to develop rapport with colleagues and management staff
• 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