Guest Relation Manager

Há 5 dias

São Paulo, Brasil Accor Hotels Tempo inteiro
Company Description

Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.


Job Description

What you will be doing:

  1. Prepare for daily VIP arrivals in terms of room allocation, amenities, and special requests of Guests.
  2. Keep Mis-en-place ready for VIP arrival (Reg.-cards, room keys, welcome drink).
  3. Provide friendly and courteous service to guests and respond promptly to all requests and inquiries at all times.
  4. Resolve guests' complaints/requests and liaise with the department concerned to ensure immediate follow-up.
  5. Ensure that all messages, mails, and packages are delivered to the guest room.
  6. Have knowledge of the hotel rate codes, packages, segmentation, discounts, and how to handle each.
  7. Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled efficiently and courteously.
  8. Check hotel situation, occupancy, functions, groups, VIPs.
  9. Re-announce VIP rooms to Housekeeping and F&B departments.
  10. Check if all departure details for the day have been taken, as well as for the next day.
  11. Arrange for bouquets, cakes, and cards in case of guests’ anniversaries and birthdays.
  12. Handle online reviews, control feedback, and presence on social platforms.
  13. Ensure all staff is thoroughly familiar with the hotel’s emergency procedures and in a state of preparedness for any emergency that may occur.
  14. 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.
  15. Review Duty Manager/Night Manager book daily and take corrective action when necessary. Also review switchboard logbook daily.
  16. Familiarize with all related company documentation, especially with the relevant Operational Standards Manual for the field of responsibility.
  17. Assume responsibility of Duty Manager when scheduled to do so.
  18. Other duties as assigned.

Qualifications
  1. Minimum of 2-3 years’ experience as a Guest Relations Manager in a hotel is preferred.
  2. Fluent English speaker and additional Russian language.
  3. Experience in the GCC and/or Middle East Region is a plus.
  4. Excellent communication skills, both written and verbal required.
  5. Be committed to exceeding guest expectations.
  6. Understanding of all hotel management best practices.
  7. Customer service driven with outstanding communication and active listening skills.
  8. Excellent problem-solving and multitasking skills.
  9. Leadership skills along with the ability to motivate a team into high performance.
  10. Ability to work flexible hours.
  11. Strong sense of responsibility and a professional presentation.
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