Assistant Guest Relations Manager -German Language | CONRAD MALDIVES RANGALI ISLAND

Job description

In this role, you will be responsible for the supervision of all aspects of the Guest Service Department functions, with special focus in guest satisfaction, HHonors, VIP guests, property top 100 guests. Directs and maintains a service attitude which serves as a guide to respective Team. Maintains a respectful, knowledgeable Guest Service Desk presence ensuring guests feel secure and welcome approaching you and Guest Relations Team.

You are expected to ascertain departmental training needs and provide such training. Direct performance of staff and follow up with corrections when needed being mindful that respectful interaction is a motivating tool. Being accountable for maintaining the highest level of service and attention for our guests from the pre-arrival through until post-departure experience ensuring that each contact made with guests is timely and seamless. Ensure all policies of the Resort are carried out at all times and to undertake any other duties and responsibilities as required by Management. Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day. Make the guests feel welcome and ensure their pleasant and comfortable stay at our hotel.

What will I be doing?

 As the Assistant Guest Relations Manager, you will be responsible for performing the following tasks to the highest standards:

Profitability

·         Develops an operational strategy that is aligned with the brand’s business strategy and leads its execution

·         Facilitates the preparation of hotel budgets and forecasts for corporate submission and approvals

·         Ensures capital expenditure funds are being used to address the priorities outlined in the service strategy.

·         Ensures accurate forecasting, predicting potential highs and lows in business and initiate necessary changes, analyses variances and initiate appropriate action plans

  Front Office Operations

·         Be knowledgeable of all systems and procedures used in the Front Office Department.

·         Be familiar with the resorts room categories, amenities, facilities, outlets and promotions and actively promote to our guests.

·         Provide timely and informative end-to-end guest contact as a representative from Front Office to all arrival guests to assist with any queries as well as post-departure follow up.

·         Ensure top 100 repeater guests are followed up on pre-arrival via e-mail on all request prior to arrival, follow up while guest are on the resort on all request are being met and post departure follow ups.

·         In conjunction with Marcom, maintain quarterly contact with our Top 100 customers

·         Ensure all Hilton Honors guests are recognized as their relevant HHonors status and provided the relevant benefits and amenities, with a special focus on VIP Gold and Diamond members

·         Oversee an efficient maintenance and recording of all guest preferences in the CRM tool and ensure these preferences are communicated as necessary.

·         Liaise with the Executive office, Front Office, Housekeeping and Engineering on arrival VIP and HHonors guests.

·         Facilitate amenities and room checks for VIP guests; coordinate with relevant departments to ensure accuracy and timely delivery of each amenity, and ensure arrival guest rooms have a final quality check by a Guest Relations team member.

·         Respond to all guest comments, observations and complaints in a timely and professional manner, ensuring total service recovery is completed and guest satisfaction is accomplished.

·         Provide follow up contact to in-house VIP and long staying guests and to coordinate gifts or further assistance when required.

·         Ensure guests receive prompt attention and personal recognition within the resort.

·         Follow up with GSAs/PIHs/Butlers to ensure all guests are being assisted with restaurant and excursion booking requests.

·         Handle guest complaints and when required inform senior management of special guests concerns.

·         Hold daily briefings with team members and advise them of all information involving them.

·         Conduct monthly communication meetings with team members to ensure all targets and goal are met.

·         Establish and maintain efficient team member relations

·         Ensure communication within the department and other relevant departments is clear, consistent and timely.

·         Assist Guest Relations Manager in the hiring, training and supervision of all Guest Relations team members.

·         Ensure duty rosters and staffing levels are appropriate and in accordance with set policies.

·         Assist in identifying training needs, developing formal training plans and implementing training sessions for guest-contact team members.

·         Continue to monitor and update VIP Amenity Program to ensure quality and costs are at an optimal level and standard.

·         Share responsibility for successful SALT scores and surveys; ensure all GSA team members are continuously trained and energized to deliver personalized and authentic service standards on a daily basis.

·         Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of all Guest Relations personnel.

·         Be prepared to undertake extraordinary functions as required by Management.

·         Familiar with “Opera” computer system including: Reservations, Front Desk, Guest Profiles and Cashiering.

·         Perform any other duties and responsibilities as assigned by the Director of Operations.

·         To maintain a high guest service focus by approaching your job with the guests always in mind and being proactive in a timely manner towards their needs and requests.

·         To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both guests and colleagues.

·         To be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.

·         To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested of you.

·         To maintain high Team focus by showing co-operation and support to colleagues in the pursuit of team goals.

·         To contribute ideas and suggestions to enhance operational/environmental procedures in the Resort.

·         To actively promote the services and facilities of the Conrad Maldives Rangali Island and the Conrad Hotels and Resorts to guests and suppliers of the Resort.

·         To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.

·         To ensure that the Conrad Brand and Forbes Standards are fully implemented and demonstrated by all Members of the Team.

·         To fully embrace the values of Hilton Worldwide and Conrad Hotels and Resorts.

·         To be fully familiar with the Conrad Brand Standards and the Quality Assurance Audit and to follow these standards of service at all times.

·         To have a complete understanding of the Conrad Maldives Rangali Island’s Team Members Handbook and to adhere to the rules and regulations of the Resort.

·         To contribute positively to Stay Inspired by providing both guests and fellow Team Members through Flawless, Innovative, Authentic and Personalized service, seeking to always maintain a pleasant and hassle-free working environment

·         To maintain a high standard of personal appearance and hygiene at all times by adhering to the Conrad Maldives Rangali Island Grooming Standards.

·         To report to work punctually wearing the correct uniform and nametag at all times.

·         To have a complete understanding of and adhere to the resort’s policy relating to fire, hygiene, health and safety.

·         To takes direction from and carry out any requests by management in conjunction with work.

·         To provide guests with friendly, efficient, accurate and polite service at all times.

·         To take on the Guest Relations Manager’s tasks in her/his absence.

·         Undertake any ad-hoc projects assigned by the Management

  

Operations  

To keep up-to-date with the SEP (Stay Experience Platform) results and to seek to positively influence these results by following the CONRAD Brand Standards.

Constantly strive to increase guest satisfaction through quality, creativity, range and value for money throughout the Resort in all facilities & services.

·         Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and property employees and provides a return on investment.

·         Champions the brand’s service vision for product and service delivery and ensuring alignment amongst the property leadership team.

·         Identifies and analyses operational challenges and facilitates the development of solutions to prevent reoccurrence.

·         Ensure team member feedback is followed up, dealt with appropriately, and shared with the team regularly

·         Ensure appropriate actions are executed to support any improvements resulting from Safety, QA audits or Area Support Team input

·         Ensure compliance with all statutory requirements and achieve Health and Safety targets and shares best practice across the organization

  

People

         Utilizes an “open door” policy to identify and address team member problems or concerns

·         Fosters team member commitment to providing excellent service, participating in daily briefing meetings and models desired service behaviors in all interactions with guest and team members

·         Commit energy and focus in being / becoming a great member for the team and providing a Great place to work (Heart of Hilton / Heart of House / Travel with Purpose) that allows team members to Thrive

·         Communicates on a regular basis with departments, provides them with required formal reports and builds a cordial relationship directed towards a mutually beneficial on-going association

What are we looking for?

An Assistant Guest Relations Manager serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

·         Minimum 3-5 years of experience in a similar role within hospitality industry

·         Minimum 2 years of management or supervisory experience

·         BA/BS Bachelor’s Degree or equivalent

·         Proficient in computer systems, MS Office Suite, Excel, Outlook, Publisher

·         Proficient in Opera or OnQ hotel operating system 

·         Excellent leadership skills

·         Exceptional communication skills

  What will it be like to work for Hilton?

 Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands .  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!