Guest Relations Manager

Job description / Role

Company Description

The Iconic Rixos Gulf Hotel Doha introduces a unique lifestyle and luxurious services and products, Rixos warm hospitality, the vibrant entertainment programs, and the trendy and distinguished all-inclusive food and beverage concepts with 378 beautifully appointed guest rooms, dream bedding, and a luxurious atmosphere. Join our motivated and vibrant team as Guest Relations Manager and build your career with us.

Job Description

What you will be doing:

• Prepare for daily VIP arrivals in terms of room allocation, amenities, and special requests of guests.
• Keep Mis-en-place ready for VIP arrival (registration cards, room keys, welcome drink).
• Provide friendly and courteous service to guests and respond promptly to all requests and inquiries at all times.
• Resolve guests' complaints and requests and liaise with the department concerned to ensure immediate follow-up.
• Ensure that all messages, mails, and packages are delivered to the guest room.
• Have knowledge of the hotel rate codes, packages, segmentation, discounts, and how to handle each.
• Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled efficiently and courteously.
• Check hotel situation, occupancy, functions, groups, and VIPs.
• Re-announce VIP rooms to housekeeping and F&B departments.
• Check if all departure details for the day have been taken, as well as for the next day.
• Arrange for bouquets, cakes, and cards in case of guests' anniversaries and birthdays.
• Handle online reviews, control feedback, and presence on social platforms.
• Ensure all staff is thoroughly familiar with the hotel's emergency procedures and in a state of preparedness for any emergency which may occur.
• Execute regular technical and skills training. Responsible for setting up and maintaining ongoing training programs in the Rooms Division in conjunction with the Director of HR and the Training Manager.
• Review Duty Manager and Night Manager book daily and take corrective action when necessary. Also review switchboard logbook daily.
• Be familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
• Assume responsibility of Duty Manager when scheduled to do so.
• Other duties as assigned.

Qualifications

• Minimum of 4-6 years' experience as a Guest Relations Manager in a hotel is preferred.
• Fluent English speaker and additional Russian language.
• Experience in the GCC and/or Middle East region is a plus.
• Excellent communication skills, both written and verbal, required.
• Be committed to exceeding guest expectations.
• Understanding of all hotel management best practices.
• Hands-on experience with hotel management software (PMS).
• Customer service driven with outstanding communication and active listening skills.
• Excellent problem-solving and multitasking skills.
• Leadership skills along with the ability to motivate a team into high performance.
• Ability to work flexible hours.
• Strong sense of responsibility and a professional presentation.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.