Guest Relations Manager

InterContinental Hotels Group; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Une opportunité passionnante pour un Guest Relations Manager à InterContinental Hotels Group à Kuala Lumpur. Le candidat idéal disposera d'un diplôme en gestion hôtelière et de 4 ans d'expérience en services aux clients, offrant un service de haute qualité aux invités et garantissant leur satisfaction. Le rôle consiste à gérer les relations avec les clients VIP, à veiller à ce qu'ils bénéficient de tous les avantages réservés aux membres IHG, et à coordonner avec les autres départements pour une expérience client exceptionnelle.

Qualifications

• Bac+3 en gestion hôtelière ou commerce.
• 4 ans d'expérience en Front Office ou services aux clients.
• Transport personnel est un avantage.

Responsibilities

• Assurer la satisfaction des clients tout au long de leur séjour.
• Gérer les plaintes et assurer un service client de haut niveau.
• Superviser le personnel des services aux invités.

Skills

Communication skills

Friendly attitude

Knowledge about IHG brand and F&B

Education

Bachelor’s degree in Hotel Management or Business Administration

Job description

• Ensure maximum guest satisfaction through personal recognition, a warm smile, and prompt, courteous attention from arrival to departure.
• Ensure IHG members consistently receive all benefits, and that repeat guests and other VIPs receive special recognition and services.
• Conduct room inspections for VIPs and liaise with the F&B team to ensure amenities are delivered correctly and on time before arrival.
• Perform check-ins and check-outs for VIP guests, and assist at the reception counter when required.
• Greet guests in a professional and friendly manner.
• Engage with guests in the lobby or at the porte-cochère.
• Provide in-room registration for VIP guests according to their designated level.
• Liaise with other departments and external contractors to ensure exceptional service delivery.
• Maintain an efficient repeat guest history system.
• Promote inter-hotel sales and in-house facilities.
• Perform various tasks, including but not limited to:
• Preparing IHG Rewards and regular guest welcome letters.
• Soliciting IHG Rewards applications.
• Attending to special guest requests.
• Handle guest complaints, referring to the Duty Manager as necessary, and follow up on corrective actions to ensure complete guest satisfaction.
• Schedule and attend regular IHG training sessions.
• Review arrival lists for all guests and VIPs to verify room allocations, amenities, and special requests.
• Prepare amenity requisitions one day in advance for the following day's arrivals.
• Review the number of stays for returning guests and provide a welcome gift based on their history.
• Ensure a sufficient stock of welcome gifts is maintained for regular guests.
• Prepare last-minute requisitions for unexpected VIP arrivals and coordinate the timely delivery of required items to the room.
• Maintain a presence in guest-related areas such as the hotel's lobby.
• Obtain guest feedback on their stay, recording it in the GRO logbook and Opera. Inform the Guest Relations Manager or Duty Manager for further action if necessary.
• Update all guest preferences in the Opera PMS profile database.
• Assist with Reception and Club Lounge operations as needed.
• Support the Hotel Experience Champion and Loyalty Pending Update (LPU) reports.
• Perform tasks as directed by the Manager in pursuit of business goals.
• Comply with hotel rules, regulations, and the provisions outlined in the Employee Handbook.
• Adhere to company grooming standards.
• Ensure high recognition of IHG Rewards and Ambassador Members to achieve optimal scores in Heartbeat and deliver excellent results.
• When in the lobby, greet every guest with a smile, providing a sincere sense of welcome and hospitality to all passing guests.
• Escort guests to their rooms in accordance with hotel policies and procedures.
• Perform daily courtesy calls for arriving, pre/post-stay, IHG Rewards, Ambassador Members, and returning guests, especially those who have made complaints, to offer special attention and follow-up.
• Ensure that all guest queries, special requests, and complaints are handled politely and efficiently, maintaining a consistently high level of customer service. Refer issues to the manager if unable to assist.
• Proactively inform other operational departments, such as Housekeeping, Engineering, and F&B, about arrival times, special requests, and VIP amenity set-ups
• Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
• Works with Superior and Human Resource 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.

What We Need From You

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration.
• 4 years of Front Office/Guest Service experience including management experience.
• Friendly and great knowledge about IHG brand and F&B outlet/ foods.
• Having self-transportation is an advantage.
• Communication skills are utilized a significant amount of time when interacting with clients and the guests.
• Basic calculation skills are used frequently.