Guest Relation Manager | Quản lý Dịch vụ khách hàng

BASIC FUNCTION:

Guest Relation Manager handles visitor needs, front-desk operations, and ensures the highest level of guest satisfaction. Guest services managers assess employee performance, create strategies and services to enhance productivity and increase revenue and profitability. They also handle guest complaints, providing service replacements or refunds as needed.

Guest Relation Manager must be an excellent communicator and leader to successfully manage staff and operational responsibilities.

• Coordinate Front Office operations during shift to ensure guest service excellence and adherence to Centara standards and procedures at all times.
• Deal with problems and complaints received from guests, acting immediately to restore guest satisfaction utilizing the Company's Service Standards at all times.
• Be proactive in observing operational needs across the hotel, enlisting associates from other departments to assist in areas where business demands are higher.
  
• Effectively communicate and liaise with associates on all levels, understanding the importance of teamwork within hotel operations.
• Inspect VIP rooms prior to arrival, and meet and greet VIP/Guest History guests where required upon arrival.
• Supervise the management of inventory availability and blocking to ensure that each guest is accommodated according to their requirements, investigating any room discrepancies.
• Actively manage an oversold situation in accordance with hotel policy and procedure to ensure guest satisfaction.
• Coordinate the maintenance and utilization of the Guest History database, to ensure that loyal guests and VIP’s receive special attention.
• Demonstrate thorough knowledge of and encourage active selling all products, services and special events within the hotel, leading by example.
• Complete Quality Assurance room inspections and regular property walks, ensuring that any maintenance needs are attended to on a timely basis.
  
• Ensure adherence to hotel credit procedures and policies at all times, leading by example.
• Maintain cash float and accurately handle monies at all times
• Ensures that computer saves, backup reports are regularly done and assist in maintenance of all Information and Communication systems, to provide guest service excellence within a safe working environment.
  
• Be fully conversant and efficient in the operation of switchboard and other related equipment, such as paging system, two-way radios, emergency phones, guestroom equipment operation, call accounting and hotel channel.
• Assist with associate scheduling and rostering to provide adequate coverage of shifts.
  
• Maintain manpower and materials cost control measures.
• Recommend new policies and procedures in relation to improvement of guest service standards and the achievement of departmental and hotel strategic goals.
• Receive absentee calls and ensure appropriate Department Heads are notified.
• Maintain daily logbook and conduct informative handover to next shift ensuring that all relevant information is passed on clearly and that relevant managers are notified as necessary.
  
• Ensure maintenance of clean and tidy work areas in accordance with the hotel standards, leading by example.
• Ensure adherence to hotel policy regarding uniform and personal presentation, leading by example.
• Completely understand, implement and ensure adherence to the local areas of the labor code and Sheraton policies.
• Be competent in the safe management of a fire or other emergency situation, taking responsibility for an emergency evacuation procedure as required.
• Perform any additional duties as requested by the Director of Rooms and Hotel Management.
  

• Bachelor’s Degree or Master’s Degree in Tourism Hospitality or any other related field;
• Luxury Hotel experience would be an asset;
• Excellent managerial skills; a leader by objective and coaching;
• Excellent Communications skills, excellent in English is a must, other languages would be an asset;
• Dynamic and proactive;
• Ability to work under pressure.