Guest Relation Manager

Há 7 dias

São Paulo, Brasil Accor Hotels Tempo inteiro

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:

  • Prepare for daily VIP arrivals in terms of room allocation, amenities, and special requests of Guests.
  • Keep Mis-en-place ready for VIP arrival (Reg.-cards, room keys, welcome drink).
  • Provide friendly and courteous service to guests and respond promptly to all requests and inquiries at all times.
  • Resolve guests' complaints/requests and liaise with the department concerned to ensure immediate follow-up.
  • Ensure that all messages, mails, and packages are delivered to the guest room.
  • Have knowledge of the hotel rate codes, packages, segmentation, discounts, and how to handle each.
  • Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled efficiently and courteously.
  • Re-announce VIP rooms to Housekeeping and F&B departments.
  • Check if all departure details for the day have been taken, as well as for the next day.
  • Arrange for bouquets, cakes, and cards in case of guests’ anniversaries and birthdays.
  • Handle online reviews, control feedback, and presence on social platforms.
  • Ensure all staff is thoroughly familiar with the hotel’s emergency procedures and in a state of preparedness for any emergency that may occur.
  • 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.
  • Review Duty Manager/Night Manager book daily and take corrective action when necessary. Also review switchboard logbook daily.
  • Familiarize with all related company documentation, especially with the relevant Operational Standards Manual for the field of responsibility.
  • Assume responsibility of Duty Manager when scheduled to do so.
  • Other duties as assigned.
Qualifications
  • Minimum of 2-3 years’ experience as a Guest Relations Manager in a hotel is preferred.
  • Fluent English speaker and additional Russian language.
  • Experience in the GCC and/or Middle East Region is a plus.
  • Excellent communication skills, both written and verbal required.
  • Be committed to exceeding guest expectations.
  • Understanding of all hotel management best practices.
  • Customer service driven with outstanding communication and active listening skills.
  • Excellent problem-solving and multitasking skills.
  • Leadership skills along with the ability to motivate a team into high performance.
  • Ability to work flexible hours.
  • Strong sense of responsibility and a professional presentation.
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