Guest Relation Manager

Job description

Company Description

Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

Job Description

What you will be doing:

·  Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests.
·  Keep Mis-en-place ready for VIP arrival (Reg.-cards, room keys, welcome drink)
·  Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time
·  Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up
·  Ensure that all messages, mails and packages are delivered to the guest room.
·  Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.
·  Maintain continuous contact with hotel  guest to ensure that any problem or complain are handle efficiently & courteously.
·  Check Hotel situation, occupancy, functions, groups, VIPs.
·  Re-announce VIP rooms to Housekeeping and F&B departments.
·  Check if all departure details for the day have been taken, as well as for the next day.
·  To arrange for bouquets, cake and cards in case of guest’s anniversary and birthdays.
·  Handling online reviews, control feedback and presence on social platforms.
·  Ensures all staff is thoroughly familiar with the Hotel’s emergency procedures and in a state of preparedness for any emergency which may occur.
·  Execution of regular technical/skills training. Is responsible for setting up and maintaining ongoing training programs in the Rooms Division  in conjunction with the Director of HR and the Training Manager.
·  Reviews Duty Manager/Night Manager book daily and takes corrective action when necessary. Also reviews switchboard logbook daily.
·  He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
·  Assumes responsibility of Duty Manager when scheduled to do so.
·  Other duties as assigned.

Qualifications

·  Minimum of 2-3 years’ experience as a Guest Relations Manager in hotel is preferred.
·  Fluent English speaker and additional Russian language
·  Experience in the GCC and/or Middle East Region is a plus.
·  Excellent communication skills, both written and verbal required.
·  Be committed to exceeding guest expectations
·  Understanding of all hotel management best practices
·  Customer service driven 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
·  Ability to work flexible hours
·  Strong sense of responsibility and a professional presentation