Job DescriptionWhat 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 and courteous service to guests and respond promptly to all requests and inquiries at all times.Resolve guests' complaints/requests and liaise with the department concerned to ensure immediate follow-up.Ensure that all messages, mails, and packages are delivered to the guest room.Have knowledge of the hotel rate codes, packages, segmentation, discounts and how to handle each.Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled efficiently & courteously.Check hotel situation, occupancy, functions, groups, and 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.Arrange for bouquets, cakes, and cards in case of guests' anniversaries and birthdays.Handle online reviews, control feedback, and presence on social platforms.Ensure all staff is thoroughly familiar with the Hotel's emergency procedures and is in a state of preparedness for any emergency which may occur.Execute regular technical/skills training. Responsible for setting up and maintaining ongoing training programs in the Rooms Division in conjunction with the Director of HR and the Training Manager.Review Duty Manager/Night Manager book daily and take corrective action when necessary. Also review switchboard logbook daily.Be familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.Assume responsibility of Duty Manager when scheduled to do so.Other duties as assigned.QualificationsYour experience and skills include: Minimum of 4-6 years' experience as a Guest Relations Manager in a 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.Hands-on experience with Hotel Management software (PMS).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.
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