Assistant Guest Relations Manager

Description du poste:

*Provide upscale guest service experiences for clients throughout their stay
*Ensure clients are properly greeted upon their arrival
*Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
*Coordinate luggage collection and storage
*Oversee check-in and check-out procedures, including reservations and financial transactions
*Promptly address guests' requests, like in-room dining
*Actively listen to and resolve complaints
*Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
*Coordinate and manage communication between guests and staff and follow up to ensure we resolve concerns
*Inform clients of our hotel services, including breakfast and dining options
*Promote all hotel amenities, conveniences and programs offered
*Manage guest relations team to ensure we comply with all standards and operating procedures
*Appraise team's performance and produce regular reports
*Examine daily duties, assign tasks and check on progress
*Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
*Recommend local tourist spots, including places to dine, shop and sight-see
Establish friendly relationships with regular hotel clients

RESPONSIBLE BUSINESS
*Make all necessary decisions when assigned under the direction of the Operations Manager.
*Liaison between Housekeeping, Engineering, Security, Front Desk, and the other departments within the hotel.
*Follow up the grooming standards of the Team.

PEOPLE
*Oversee work performance of new colleagues when it comes to guest relation.
*Help train front desk staff, new hires on-the-job-trainees (On the Job Training) and cross-trainees.
*Ensure interdepartmental communication is managed effectively.
*Lead, motivate and develop subordinates to effectively achieve the objectives of the front office department.
*Identify internal training needs and develop training programs or recommend necessary training program for all subordinates.

GENERAL
*Proven work experience as a Guest Relations or similar role
*Understanding of all hotel management best practices and relevant laws
*Hands-on experience with Hotel Management software (PMS)
*Proficiency in English; knowledge of other languages is a plus
*Customer service drive with outstanding communication and active listening skills
*Excellent problem-solving and multitasking skills
*Leadership skills along with the ability to motivate a team into high performance
*Strong sense of responsibility and a professional presentation

Profil requis du candidat:

*Provide upscale guest service experiences for clients throughout their stay
*Ensure clients are properly greeted upon their arrival
*Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
*Coordinate luggage collection and storage
*Oversee check-in and check-out procedures, including reservations and financial transactions
*Promptly address guests' requests, like in-room dining
*Actively listen to and resolve complaints
*Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
*Coordinate and manage communication between guests and staff and follow up to ensure we resolve concerns
*Inform clients of our hotel services, including breakfast and dining options
*Promote all hotel amenities, conveniences and programs offered
*Manage guest relations team to ensure we comply with all standards and operating procedures
*Appraise team's performance and produce regular reports
*Examine daily duties, assign tasks and check on progress
*Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
*Recommend local tourist spots, including places to dine, shop and sight-see
Establish friendly relationships with regular hotel clients

RESPONSIBLE BUSINESS
*Make all necessary decisions when assigned under the direction of the Operations Manager.
*Liaison between Housekeeping, Engineering, Security, Front Desk, and the other departments within the hotel.
*Follow up the grooming standards of the Team.

PEOPLE
*Oversee work performance of new colleagues when it comes to guest relation.
*Help train front desk staff, new hires on-the-job-trainees (On the Job Training) and cross-trainees.
*Ensure interdepartmental communication is managed effectively.
*Lead, motivate and develop subordinates to effectively achieve the objectives of the front office department.
*Identify internal training needs and develop training programs or recommend necessary training program for all subordinates.

GENERAL
*Proven work experience as a Guest Relations or similar role
*Understanding of all hotel management best practices and relevant laws
*Hands-on experience with Hotel Management software (PMS)
*Proficiency in English; knowledge of other languages is a plus
*Customer service drive with outstanding communication and active listening skills
*Excellent problem-solving and multitasking skills
*Leadership skills along with the ability to motivate a team into high performance
*Strong sense of responsibility and a professional presentation