Guest Relations Officer
Category Rooms
Dubai, Dubai, United Arab Emirates
منذ 3 يوم

POSITION DESCRIPTION

Position : Guest Relations Officer

Department : Rooms Division / Front Office

Reports to : Guest Relations Supervisor / Guest Relations Manager

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, and repeat guests and other VIP’s receive special recognition and service
  • Meet and greet VIP guests personally
  • Liaise closely with Concierge, Butler and Raffles Inc for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
  • Prepare compendiums prior guest arrival and check-into system if necessary
  • Maintain close contact with Airport Concierge for new arrivals and departures
  • Update and maintain repeat guest history system
  • Promote Inter-Hotel sales and in-house facilities
  • Send prepared welcome cards and amenities to room prior to guest arrival
  • Attend to special requests by guests
  • Handle guest complaints and refer them as necessary, follow up on corrective action
  • Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
  • Prepare requisitions for amenities on a timely basis
  • Participate in regular meetings for all Guest Relations team members, Butlers and Raffles Inc staff to facilitate communications and smooth operations
  • Adhere to OH&S policies and procedures
  • Performs related duties and special projects assigned
  • 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 2 years Guest Relations experience preferably in a four or five star hotel
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