Assistant Guest Relations Manager

Job description / Role

Company Description

A surprising, chic merging of Asian style with an Egyptian aesthetic, Raffles Dubai is a 5-star luxury hotel perfectly positioned in the heart of the city , delivering impeccable service and sophisticated style.

Job Description

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, repeat guests and other VIP's receive special recognition and service
- Greet VIP guests personally
- Liaise with other departments and necessary outside contracts to ensure excellent service delivery
- Liaise closely with Concierge, Butler and Raffles Club for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
- Maintains of efficient repeat guest history system
- Assist Manager in Guest Relations and monitor the Milestone Programme and Amenity history of guests
- Promote Inter-Hotel sales and in-house facilities
- Perform such functions as to include but not be limited to:
- Regular and VIP guest welcome letters
- To ensure Amenities are placed prior guests arrival
- Attending to special requests by guests
- Handle guest complaints and refer them as necessary, follows up on corrective action
- Attend regular Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery
- Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
- Prepare requisitions for amenities on a timely basis
- Ensures the entire range of services offered with the aim to maximum guest satisfaction
- Participates in regular meetings for all Guest Relations team member, Butler and Raffles Inc. to facilitate communications and smooth operations.
- Is fully aware of the Credit policy
- Has full knowledge of Raffles standards
- Ensures full awareness of FL & S procedures
- Performs related duties and special projects assigned
- Human Resource and Training Responsibilities (for those incumbents with staff responsibilities)
- Works with Superior and Talent & Culture Manager to ensure the departmental performance of staff is productive. Duties include:
- Assists in planning for future staffing needs
- Assists in recruiting in line with company guidelines
- Prepares and administers detailed induction program for new staff
- Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation
- Ensures training needs analysis of Guest Relations staff is carried out and training programs are designed and implemented to meet needs
- Provides input for probation and formal performance appraisal discussions in line with company guidelines
- Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
- Regularly communicates with staff and maintains good relations

Financial Responsibilities

- Works with superior in the preparation and management of the department's budget. Duties include:
- Assists in co-ordinating the preparation of the departmental annual budget
- Controls and monitors departmental costs on an ongoing basis to ensure performance against budget

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 year at a supervisory level

Additional Information

Raffles Dubai Sheikh Rashid Road, Wafi121800 Dubai, United Arab Emirates

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.