Guest Relations Manager (Saudi National)

THE POSITION

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

KEY ROLES & RESPONSIBILITIES

• Live and project the goal, philosophy, vision, mission and core values of the company.

• Adheres to company grooming standards at all time.

• Is a continual source of information, help and assistance to all guests.

• Prepares the weekly duty rosters.

• Supervise Guest Relation Officers.

• Keeps the immediate manager fully informed of all problems or unusual matters of significance. Communicates and liaises at all times with line manager.

• Maintains Transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.

• Conduct house tours / site inspection and special room drops for VIP’s.

• Escorts all arriving guests to their respective suites.

• Escorts external guests to their destination.

• Escorts departing guests to their means of transport.

• Checked all VIP rooms prior to arrival and ensure that the correct standard (allocations, amenities and special requests) is maintained.

• Greet all residence guests personally.

• Promote Inter-Hotel sales and in-house facilities.

• Handle guest complaints and feedback according to Sofitel standards ensuring necessary actions, follow up and recording are done.

• Completes the departure list for the following day – contact VIP guests for any necessary arrangements.

• Renders maximum guest satisfaction through personal recognition and prompt cordial attention to entire residence guest.

• Ensure Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service

• Liaise closely with Concierge, Butler and Sofitel Club for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.

• Prepare compendiums prior to guest arrival and check-info system if necessary.

• Maintain close contact with Airport Concierge, Reception for new arrivals and departures.

• Update and maintain efficient guest history system.

• Prepare requisition and distribution of amenities on a timely basis.

• Assures the upkeep and cleanliness of the Guest Relations desk and lobby at all times.

• Attend daily and monthly briefings or meetings to facilitate communications and smooth operations.

• Abides by all policies and procedures.

• Has full knowledge of Sofitel standards.

• Performs related duties and special projects assigned by Senior Management.

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 years at a supervisory level