The Guest Relation Manager is responsible for managing the Guest Relation Section and providing the highest professional services in accordance with Kempinski’s policies, procedures and service standards. Also act as a representative of the hotel management and handle all guest relation matters brought to their attention, to the satisfaction of the guest.
Key Responsibilities
The job of Guest Relations Manager is executed satisfactorily when:
- LQA (Leading Quality Assurance) audit results are 85% and above.
- CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.
- Hotel and Outlets are promoted.
- Guest complaints are minimized and if occur followed up efficient and are reported to Operations team.
- In case of immediate need, the Guest Relations Manager helps with reception duties.
- Be knowledgeable about all VIPs in-house, hotel functions and special events.
- Collect as much feedback information on VIPs as possible (on daily basis) by checking e.g. Google, Opera PMS company wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile.
- Handle guest complaints and requests in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.
- Maintain a record of all complaints and requests, follow up and inform concerned operating departments.
- Walk throughout the hotel recognizing guests and engage with them appropriately.
- Provide information to all guests regarding the services and possible internal promotions of the hotel.
- Take decisions on upgrades / comps / rebates etc. as per stipulated hotel policies and procedures.
- Participate in training programmes.
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
Skills, Knowledge and Expertise
Nationality: Lebanese
Education: Hotel Management, Higher College Education
Experience:
- Minimum of 3 years experience in a Manager level position in Front Office or Guest Relations preferably in an international five star hotel
- Food & Beverage and Sales experience is a plus.
Languages: Arabic, English (excellent oral and written skills), Additional Languages is an advantage.
Competencies: the candidate must have the below skills:
- Proficiency in Microsoft Office (Word, Excel and PowerPoint)
- Advanced knowledge of Opera
- Basic knowledge of Micros
- Supervisory skills
- Luxury Hotel Experiences
- Good Communication skills
- Knowledge of hotel operations & Computer systems
- General knowledge of tourist and business related information
- Knowledge of hotel products and services
- Knowledge of VIP welcoming protocol
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