Assistant Guest Relations Manager

Company Description

A surprising, chic merging of Asian style with an Egyptian aesthetic, Raffles Dubai is a 5-star luxury hotel perfectly positioned in the heart of the city , delivering impeccable service and sophisticated style.

Job Description

PURPOSE OF POSITION

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

Key Roles & Responsibilities

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Ensure all members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
• Greet VIP guests personally
• Liaise with other departments and necessary outside contracts to ensure excellent service delivery
• Liaise closely with Concierge, Butler and Raffles Club for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
• Maintains of efficient repeat guest history system
• Assist Manager in Guest Relations and monitor the Milestone Programme and Amenity history of guests
• Promote Inter-Hotel sales and in-house facilities
• Perform such functions as to include but not be limited to:
• Regular and VIP guest welcome letters
• To ensure Amenities are placed prior guests arrival
• Attending to special requests by guests
• Handle guest complaints and refer them as necessary, follows up on corrective action
• Attend regular Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
• Prepare requisitions for amenities on a timely basis
• Ensures the entire range of services offered with the aim to maximum guest satisfaction
• Participates in regular meetings for all Guest Relations team member, Butler and Raffles Inc. to facilitate communications and smooth operations.
• Is fully aware of the Credit policy
• Has full knowledge of Raffles standards
• Ensures full awareness of FL & S procedures
• Performs related duties and special projects assigned
  
  

Human Resource and Training Responsibilities (for those incumbents with staff responsibilities)

• Works with Superior and Talent & Culture Manager to ensure the departmental performance of staff is productive. Duties include:
• Assists in planning for future staffing needs
• Assists in recruiting in line with company guidelines
• Prepares and administers detailed induction program for new staff
• Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation
• Ensures training needs analysis of Guest Relations staff is carried out and training programs are designed and implemented to meet needs
• Provides input for probation and formal performance appraisal discussions in line with company guidelines
• Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
• Regularly communicates with staff and maintains good relations
  
  

Financial Responsibilities

• Works with superior in the preparation and management of the department’s budget. Duties include:
• Assists in co-ordinating the preparation of the departmental annual budget
• Controls and monitors departmental costs on an ongoing basis to ensure performance against budget
  
  

Qualifications

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 year at a supervisory level
  
  

Additional Information

Raffles Dubai Sheikh Rashid Road, Wafi121800 Dubai, United Arab Emirates