FO - Guest Relation Manager

POSITION TITLE :  GUEST RELATIONS MANAGER
DEPARTMENT : ROOMS/FRONT OFFICE

PURPOSE :
Under the general direction of the Front Office Manager, and within the limits of established hotel policies and procedures, overseas and directs all aspects of the guest relations function to achieve the highest possible guest satisfaction.

RELATIONSHIPS :

1.Reports directly to and communicates with Front Office Manager on all pertinent Front Office matters affecting guest satisfactions.

2.Provides functional assistance and direction to guest relations personnel

3.Interacts with guests as well as individual outside the hotel including, but not limited to travel industry representatives, competitors and other members of the local community.

4.Cooperates, coordinates and communicates with other hotel departments as required.


DUTIES AND RESPONSIBILITIES :

1.Monitors guest relations personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention & from arrival through departure.

2.Monitors Guest Relations personnel repeat guests and other VIP are receive special recognition and service.

3.Informs other operating departments, notably Housekeeping and Food & Beverage, on matter which concern them.

4.Establish and maintains effective employee relations.

5.Assists in identifying training needs, develops formal training plans and implements training session for guest - contact personnel.

6.Oversees maintenance of efficient repeat guest history system.

7.Maintains appropriate standards of conduct. dress, hygiene, uniform, appearance and posture of Guest Relations personnel.

8.Promotes Inter - Hotel sales and in - house facilities.

9.Checks VIP rooms for amenities.

10.Performs such functions as to include but not be limited to :

a.VIP & Hotel members ( if any) and regular guest welcome letters.
b.Solicitation of Hotel member applications ( if any).
c.Imitations to regular guest and long staying guest parties.
d.Attending to special requests by guests.
e.Developing and implementing guest telephone contact system.

11.Inform senior management of special guest related problems.

12.Handles guest complaints and refers them as necessary. Follows up on corrective action.

13.Inspect cleanliness & amenities of room guests for special guests.

14.Compiles, analyzes and controls guest relations costs.

15.Schedules and attends monthly VIP guest cocktail parties.

16.Reviews VIP lists to check room allocations, amenities, special requests.

17.Prepares requisitions for amenities on a timely basis.

18.Perform related duties and special projects as assigned such as monthly cocktail party, long - staying guest party, courtesy call to airlines etc.