To ensure that allocated rooms / suites, room keys and registration documents are ready for VIP guests prior to their anticipated arrival at the hotel.
To liaise with the Reception Shift Leader regarding room allocations and room changes for VIP guests.
To ensure remarks information for all VIP guests is collected, recorded and communicated to the relevant departments to create smooth working operations.
To coordinate with the Guest Relations Executive to check the departure list for the following day contact VIP guests to arrange airport transfers, if necessary.
Check to ensure all folios for departing VIP guests are in order.
To carry out in room checkout for VIP guests, when required.
To man the Guest Relations Desk when required.
To attend to the special requests made by VIP guests either prior to, during or after their stay.
To assist the Guest Relations Executives in their duties, when required.
To assist guests with general enquiries about the hotel and its facilities and daily events and functions.
To prepare special Amenity forecast and its cost control.
To maintain accurate guest history records including the records of guest information received from other hotel departments and the guest’s remarks preferences.
To ensure that all relevant departments are advised of guests’ specific requests / preferences prior to their arrival.
To prepare the weekly VIP / Suite arrival forecast.
To maintain the guest interview program ensuring that at least five interviews per Guest Relations Manager / Officer is carried out per shift and that the results are correctly logged, communicated to the relevant department and followed up as necessary.
To coordinate special promotion for the Loyalty card recruitment program.
To arrange, co-ordinate and chair daily departmental briefings and monthly meetings.
To carry out and record training within the department as required, and within the guideline requirements of the group.
To carry out, supervise and record cross training of staff members from other hotel departments.
To prepare work schedules for the Guest Relations Manager and Guest Relations Executive to ensure optimum coverage of the department at all times.
To ensure that staff working hours are recorded accurately and in accordance with the hotel policies and procedures. To ensure that staff vacation, lieu time and worked public holidays are recorded in accordance with hotel policy and procedures.
To assist the Rooms Division Manager in the recruitment of staff for the Guest Relations department.
To cover departmental duty management shifts as required.
To send birthday or anniversary cards to all in-house guests, together with celebration amenity.
To assist with group registration, when required and supervise special room drops for VIP guests or groups prior to arrival.
To co-ordinate house tours- and conduct them when required.
Assist Media Relations with house tours for film crews, travel writer & photo shooting.
Bachelor Degree in a given field
At least 2 years Assistant Guest Service Manager Experience or similar in a 5 star hotel with a minimum of 200 rooms.
Skills Fluency in written and spoken English
Knowledge of basic Microsoft Office applications.
Knowledge of front office application.