Guest Relations Supervisor

Kempinski Hotels; Jakarta Pusat; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Kempinski Hotels in Jakarta seeks a Guest Relations Supervisor to supervise the Guest Relation Section and ensure the highest professional services in line with company standards. The role acts as a representative of hotel management and handles all guest relation matters to the satisfaction of the guest.

Based in Indonesia - Jakarta, this fixed term full time position involves welcoming guests, coordinating VIP arrivals and departures, collecting stay feedback, and liaising with GRM and FOM to

Responsibilities

• Supervising the Guest Relation Section and providing the highest professional services.
• Representing hotel management and handling all guest relation matters to guest satisfaction.
• Communicate hotel philosophy and internal representation to guests.
• Be knowledgeable about VIPs, hotel functions and local city layout.
• Collect feedback on VIPs daily and distribute within the hotel via reports and newsletters.
• Welcome, facilitate and bid farewell to as many guests as possible; top VIPs welcomed on arrival and escorted to rooms.
• Liaise with GRM and FOM to prepare tailor-made itineraries for Top VIPs and coordinate greetings and departures.
• Gather information about a guest's stay for the guest history and assist with information and directions.
• Handle complaints and requests politely; inform relevant staff for optimal guest satisfaction.
• Maintain records of complaints/requests and perform special projects as assigned.

Job description

Guest Relations Supervisor

Department: Rooms Division, Front Office & Guest Services

Employment Type: Fixed Term - Full Time

Location: Indonesia - Jakarta

Description

Supervising the Guest Relation Section and providing the highest professional services in accordance with Kempinski's policies, procedures and service standards. They also act as a representative of the hotel management and handle all guest relation matters brought to their attention, to the satisfaction of the guest

• Communication of hotel & company philosophy and internal hotel representation.
• Have an in-depth knowledge of the hotel and the geographical layout of the city / surroundings.
• Be knowledgeable about all VIPs in-house, hotel functions and special events.
• Collect as much feedback information on VIPs as possible (on daily basis) by checking e.g. Google, Opera PMS company wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile.
• Welcome, facilitate and bid farewell to as many guests as possible.
• Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.
• Liaise with GRM and FOM, to prepare tailor made guest itinerary for Top VIP's when appropriate and coordinate VIP greetings and departures - ahead of time.
• Obtain as much information about a guest's stay to be entered in the guest history.
• Welcome visitors to the hotel, assist with general information, internal promotions and directions.
• Handle guest complaints and requests in a polite and efficient manner; give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.
• Maintain a record of all complaints and requests, follow up and inform concerned operating departments.
• Perform special projects and related duties as assigned.
• Walk throughout the hotel recognizing guests and engage with them appropriately.
• Attend & participate in daily briefings as scheduled.
• Report potential and existing hazards and rectified immediately.
• Provide information to all guests regarding the services and possible internal promotions of the hotel.

Key Responsibilities

• Be knowledgeable about all VIPs in-house, hotel functions and special events.
• Collect as much feedback information on VIPs as possible (on daily basis) by checking e.g. Google, Opera PMS company wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile.
• Welcome, facilitate and bid farewell to as many guests as possible.
• Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.
• Liaise with GRM and FOM, to prepare tailor made guest itinerary for Top VIP's when appropriate and coordinate VIP greetings and departures - ahead of time.
• Obtain as much information about a guest's stay to be entered in the guest history.
• Welcome visitors to the hotel, assist with general information, internal promotions and directions.
• Handle guest complaints and requests in a polite and efficient manner; give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.
• Provide information to all guests regarding the services and possible internal promotions of the hotel.