Job Description

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 to company grooming standards at all time.
  • Is a continual source of information, help and assistance to all guests.
  • Prepares the weekly duty rosters.
  • Supervise Guest Relation Officers.
  • Keeps the immediate manager fully informed of all problems or unusual matters of significance. Communicates and liaises at all times with Assistant Guest Relations Manager.
  • Maintains Transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
  • Conduct house tours / site inspection and special room drops for VIP’s.
  • Escorts all arriving guests to their respective suites.
  • Escorts external guests to their destination.
  • Escorts departing guests to their means of transport.
  • Checked all VIP rooms prior to arrival and ensure that the correct standard (allocations, amenities and special requests) is maintained.
  • Greet all residence guests personally.
  • Promote Inter-Hotel sales and in-house facilities.
  • Handle guest complaints and feedback according to Sofitel 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 Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
  • Liaise closely with Concierge, Butler and Sofitel Club for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
  • Prepare compendiums prior to guest arrival and check-info system if necessary.
  • Maintain close contact with Airport Concierge, Reception for new arrivals and departures.
  • Update and maintain efficient guest history system.
  • Prepare requisition and distribution of amenities on a timely basis.
  • 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 Sofitel standards.
  • Performs related duties and special projects assigned by Senior Management.

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 years at a supervisory level
Job Overview
Job Posted:
1 week ago
Job Expire In:
1w 6d
Job Type
Full Time
Job Role
Manager
Education
Bachelor Degree
Experience
3+ Years