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Guest Relation Manager

InterContinental Phu Quoc Long Beach Resort - Công Ty Cổ Phần Bất Động Sản Syrena Phú Quốc
Updated: 19/04/2019

Employment Information

Benefits

  • Insurance
  • Travel opportunities
  • Allowances
  • Employee Shuttle Service
  • Uniform
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review
  • Annual Leave

Job Description

FINANCIAL RETURNS

· Demonstrate a thorough understanding of all facilities and services provided within the resort and identify opportunities for up-selling and promoting when appropriate

· Maintain friendly rapport with guests in order to ensure their goodwill and repeat business

· Set targets for the team members in enrolling, upselling rooms and hotel products and services

· Drive monthly room upselling target

PEOPLE

· Create SOPs and training plan of the Guest Relation team

· Ensure that Guest Relation personals are effectively trained in order to meet and exceed the guest expectation of services, maintain and increase the quality of standards and services

· Manage guest relations team to ensure to comply with all standards and operating procedures

· Create Guest Relations Checklist and ensure consistent operational delivery in day-to-day basis

· Examine daily duties, assign tasks and check on progress

· Controlling, monitoring and ensuring completion of daily Guest Relations duties

· Be able to motivate team and drive for results on Guest Satisfaction (Heartbeat and other guest feedback platform such as Tripadvisor), Employee Engagement, Room upselling targets

· Contribute on analysing customer feedback from Heartbeat and online reviews and suggest ways to improve ratings for QCI meetings

· Maintain staffing levels to meet business demands

· Appraise team’s performance and produce regular reports

· Maintain good communication and work relationships in all resort areas

· Create good working environment inside the team and at the working place

· Attend & participate in daily briefings as scheduled

· Perform special projects and related duties as assigned

GUEST EXPERIENCE

· Provide upscale guest service experiences for guests throughout their stay

· Review arrival lists for all arrivals and VIP’s to coordinate with RAM to check room allocations, amenities and special requests

· Preview VIPs next day arrivals, ensuring that those with special requests and those accorded special status by resort are highlighted and fully briefed to Management and necessary related functions are actions

· Ensure that all repeat guests are accorded personalized service recognize and welcome

· Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services

· Monitor daily VIPs/IHG Rewards Club/InterContinental Ambassador bookings and ensure assigned rooms are prepared prior to check-in

· Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure

· Seek verbal feedback from guests on a regular basis and respond to all Guest queries in a timely and efficient manner

· Handle guest’s complaints or requests and liaise with the department concerned to ensure immediate follow up, give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.

· Obtain as much information about a guest’s stay to be entered in the guest history

· Walk throughout the hotel recognizing guests and engage with them appropriately

· Take decisions on upgrades / comps / rebates etc. as per stipulated hotel policies and procedures

RESPONSIBLE BUSINESS

· Ensure the Guest Services areas are maintained in excellent condition and cleanliness. Monitors maintenance requests procedures and regularly inspects guest rooms, corridors, lobby, public toilets, etc. to ensure proper maintenance and cleanliness

· Values good grooming, personal hygiene, and complies with hotel’s health and safety

· Act in accordance with policies and procedures when working with front of house equipment and property management systems

· Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety

· Report potential and existing hazards and rectified immediately

· Participate in training programmes

· Inventory working equipment and stationaries ensuring smart usage and reducing waste and costs

Job Requirement

Required Skills:

- Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company

- Able to read and write English

- Proficient in the use of Microsoft Office and Front Office System

- Ability to speak third language is a privilege

Qualifications: Diploma or Vocational Certificate in Hotel Administration, Hotel Management or equivalent

Experience: 1-2 years’ experience in front office / guest services operations / customer service, or an equivalent combination of education and experience. 

More Information

  • Degree: College
  • Age: 28 - 45
  • Job type : Permanent

Company Overview

InterContinental Phu Quoc Long Beach Resort - Công Ty Cổ Phần Bất Động Sản Syrena Phú Quốc

Company size: 100-499
InterContinental Phu Quoc Long Beach Resort is ideally located on Bai Truong – one of the most beautiful beaches on Phu Quoc “Pearl Island”. The resort is...Detail

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