Guest Relations Manager

Job description / Role

Company Description

Discover the warm French-Polynesian welcome of our luxury 5 star beach resort situated on the East Crescent of the world famous Palm Jumeirah, offering a rejuvenating escape inspired by the rich culture of the South Pacific.

Nestled amongst lush greenery on the idyllic shores of the Arabian Gulf, Sofitel Dubai The Palm offers a tropical and relaxing sanctuary, only a short distance away from the vibrant, buzzing metropolis of Dubai.

With magnifique touches of French elegance interlaced throughout the hotel, we invite you to 'Live the French way' and indulge in excellence.

Job Description

What you will be doing:

- Prepare for daily VIPs 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 sand courteous service to guest and respond promptly to all requests and inquiries at all time
- Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up
- Ensure that all messages, mails and packages are delivered to the guest room.
- Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.
- Maintain continuous contact with hotel guest to ensure that any problem or complain are handle efficiently & courteously.
- Check Hotel situation, occupancy, functions, groups, VIPs.
- 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.
- To arrange for bouquets, cake and cards in case of guest's anniversary and birthdays.
- Handling online reviews, control feedback and presence on social platforms.
- Ensures all staff is thoroughly familiar with the Hotel's emergency procedures and in a state of preparedness for any emergency which may occur.
- Execution of regular technical/skills training. Is responsible for setting up and maintaining ongoing training programs in the Rooms Division in conjunction with the Director of HR and the Training Manager.
- Reviews Duty Manager/Night Manager book daily and takes corrective action when necessary. Also reviews switchboard logbook daily.
- He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
- Assumes 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 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

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.