Guest Relations Officer

ACCOR; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player in hospitality is seeking a Guest Relations Manager to enhance guest satisfaction and ensure exceptional service. This role involves overseeing guest interactions, addressing special requests, and maintaining strong relationships with VIP guests. The ideal candidate will possess strong communication skills, a degree in hotel management, and the ability to work in a diverse team. Join this forward-thinking organization and contribute to creating memorable experiences for guests while working in a dynamic environment that values excellence and hospitality.

Qualifications

• Strong communication skills and ability to work in a multi-cultural team.
• Focus on guest needs and ability to handle difficult situations.

Responsibilities

• Ensure maximum guest satisfaction through personal recognition.
• Handle guest complaints and ensure prompt attention to requests.
• Maintain contact with Airport Concierge for arrivals and departures.

Skills

Strong written and verbal communication skills in English

Ability to develop rapport with colleagues and management

Ability to work cohesively in a multi-cultural team

Ability to focus on guest needs

Ability to promote positive relations with guests

Good judgment with difficult guests

Education

Degree from School for Tourism & Hotel Management

Bachelor of Hotel Management

Job description

Bachelor of Hotel Management (Hotel Management)

Nationality: Any Nationality

Vacancy: 1 Vacancy

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, and repeat guests and other VIPs receive special recognition and service.
• Meet and greet VIP guests personally.
• Liaise closely with Concierge, Butler, and Raffles Inc for hotel events, restaurant promotions, limousine requirements, and special VIP requests or preparations.
• Prepare compendiums prior to guest arrival and check into the system if necessary.
• Maintain close contact with Airport Concierge for new arrivals and departures.
• Update and maintain repeat guest history system.
• Promote Inter-Hotel sales and in-house facilities.
• Send prepared welcome cards and amenities to rooms prior to guest arrival.
• Attend to special requests by guests.
• Handle guest complaints and refer them as necessary, following up on corrective action.
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests.
• Prepare requisitions for amenities on a timely basis.
• Participate in regular meetings for all Guest Relations team members, Butlers, and Raffles Inc staff to facilitate communications and smooth operations.
• Adhere to OH&S policies and procedures.
• Perform related duties and special projects assigned.

Qualifications

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.