Guest Relations Manager

Job description / Role

Company Description

Established in 2000 in Turkey, Rixos pioneers the 'All Inclusive, All Exclusive' concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports and fitness activities, sensorial spa and wellness journeys, and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

Job Description

• Resolve guest complaints.
• Ensure the services are up to the required standard.
• Smooth check-in/check-out procedures.
• Check hotel situation, occupancy, functions, groups, and VIPs.
• Cooperate with hotel's departments: Housekeeping, Engineering, F&B, etc.
• Attend training classes as per schedule.
• Show fullest cooperation and respect within the team and other departments.
• Be aware of the daily activities and have product knowledge of all the hotel facilities.

Responsibility & Authority

Internal:
Works in harmony with related staff, General Manager (for info), FO Manager (for guest history, VIPs).

External:
Clients of the hotel.

Materials:
All IT related equipment allocated to the position.

More detailed duties and responsibilities are listed attached in the form of a checklist and are not meant to be complete. Local legislation and requirements may ask for adaptation and amendments. To fulfill the duties, the jobholder is given the relevant authority to reach the goals by the Front Office Manager/General Manager of the hotel operation.

Main Duties and Responsibilities

• 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).
• Register and process check-in/check-out for all VIP guests efficiently and professionally.
• Escort VIP guests to their rooms.
• Update guest information into the computer after a complete check-in.
• Accountable for cashiering duties, foreign exchange transactions, night audit tasks, and settlement upon guests' departure.
• Handle walk-in counter reservations at all times and process call-in reservations when room reservations section is closed.
• Provide friendly and courteous service to guests and respond promptly to all requests and inquiries at all times.
• Resolve guest complaints/requests and liaise with the department concerned to ensure immediate follow-up.
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Ensure that all messages, mails, and packages are delivered to the guest room.
• Assist at the information counter, foreign exchange, and business center, as and when assigned.
• 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.
• Follow up with the bell desk regarding shuttle bus.
• Make daily courteous calls to VIP rooms, as well as to other guests.
• Report any unusual occurrences or requests to the manager.
• Be aware of the hotel accident prevention policies.
• Ensure the cleanliness and neatness of the front office area.
• Review log book, verify outstanding items, and follow up on pending matters. Identify if there are any special assignments for the day.
• 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.
• Check VIP rooms after amenities are placed.
• Coordinate with the lobby manager regarding arrival and departure transport arrangements for the day.
• File daily guest relations report and documents systematically.
• At the end of the shift or the day, communicate all information that the next shift has to know for the smooth running of operations.

General/Miscellaneous

• Coordinate and share information with the housekeeping, engineering, and guest relations team.
• 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/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/Night Manager book daily and take corrective action when necessary. Also review switchboard logbook daily.
• Familiarize oneself 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

Required Education and Experience:
Diploma or degree in vocational hospitality, 5-7 years experience in 4-5 star hotels.

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.