Guest Relations Manager

Job description / Role

POSITION DESCRIPTION

Position : Guest Relations Manager

Department : Rooms - Front Office

Reports to : Front Office Manager

PURPOSE OF POSITION

- To oversee and direct the day to day operation in the area of Raffles Club Lounge, Butler Department, and Guest Relations and to assist in the forward planning of the department.
- To achieve the highest possible guest satisfaction to current and future VIPs.
- To promote the work culture and the company's core values.

KEY ROLES & RESPONSIBILITIES FOR RAFFLES CLUB LOUNGE

- Manage and supervise all tasks of his/her staff to ensure maximum guest satisfaction through personal recognition & prompt cordial attention from arrival through departure
- Manage and supervise the lounge during operating hours
- Liaise with kitchen on food selection for Breakfast, High Tea and Cocktail Hour
- Meet and greet all guests personally
- Oversee maintenance of efficient repeat guest history system
- Promote Inter-Hotel sales and in-house facilities
- Perform such functions to include but not be limited to:
- Prepare Raffles Club guest welcome letters
- Monitor guest comment cards and feedback
- Attend to special requests by guests
- Handle guest complaints and refer them as necessary, follow up on corrective action
- Compile, analyze and control Raffles Club costs and inventory
- Prepare requisitions for amenities on a timely basis
- Ensuring and maintain entire range of services offered for the Raffles Club Lounge
- Appraise appearance, discipline and efficiency of all staff under direct supervision
- Organize and conduct regular meeting for Raffles Club staff to facilitate smooth operations
- Prepare efficient work and vacation schedule for Raffles Club staff, taking into consideration project occupancy and forecasts and any large group movements
- Performs related duties and special projects assigned

KEY ROLES & RESPONSIBILITIES FOR BUTLER DEPARTMENT

- Has full awareness, manages and supervises all tasks of his/her staff.
- Directs the work assignment of supervisory and non-supervisory personnel
- Monitors butlers to ensure residents receive prompt and courteous service
- Informs other operating departments of matters concerning to Butlers operations, which concern notably the Front Office, to ensure VIP status and other such information, Housekeeping, to ensure all residents receive consistent service from all staff, in addition to communicating with Engineering, Laundry, Sales, Food & Beverage, Reservations etc
- Schedules and performs routine inspections by self or in coordination with the supervisors, of all butler areas including occupied and non-occupied rooms
- Inspects resident rooms and pantries on a regular basis to ensure amenities, resident preferences and other such points are taken care of and carried out flawlessly
- Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
- Ensures that consumption of resident supplies is under control
- Assists in monitoring and controlling relevant procedures including lost and found, key control, security and emergency procedures, health and safety for employees and residents
- Is fully aware of Raffles Hotels & Resorts Standards
- Performs related duties and special projects assigned
- Ensure that Butlers deliver the Raffles touch by exceeding the resident's expectations and providing pro active personalized service
- Ensure that up selling is optimized and hotel products and facilities are utilized to the utmost by all residents
- Ensures that butlers receive appreciation for their efforts in the form of regular feedback and recognition
- Ensures that the team adheres to the core values and the brand dimension of Raffles Dubai
- Ensure that repeat residents are met and greeted on a daily basis and profiles are updated

HUMAN RESOURCE RESPONSIBILITIES

- Works with Front Office Manager and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
- Planning for future staffing needs
- Assists the Front Office Manager in planning for future staffing needs
- Recruiting in line with company guidelines
- Prepares detailed induction programs for new staff
- Maintain a comprehensive, current and resident focused set of departmental SOPs and oversees their implementation
- Analyze training needs of Raffles Club staff and develop training programmes
- Ensures training needs analysis of Butlers and Raffles Club staff are 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
- Conduct probation and formal performance appraisals
- Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
- Regularly communicates with staff and maintains good relations
- Preparing an efficient roster of Butler staff inline with labor codes

FINANCIAL RESPONSIBILITIES

- Works with Front Office Manager in the preparation and management of the department's budget. Duties include:
- Preparation of the departmental annual budget
- Monitor and control departmental cost on an ongoing basis to ensure performance against budget
- Assists in the preparation of the hotel strategic plan, goals program, and Rooms division Budget

OCCUPATIONAL HEALTH and SAFETY RESPONSIBILITIES

- Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines
- Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
- Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
- Initiate action to correct a hazardous situation and notify supervisors of potential dangers
- Log security incidents and accidents in accordance with hotel requirements

Requirements

PERSONAL ATTRIBUTES

- Good organizational skills
- Good level of engagement with residents
- Ability to manage a multi-cultural workforce
- Excellent leadership & communication skills
- Display high levels of integrity, dedication and support for continuous improvement
- Flexible management style to meet the challenges of a changing work environment
- Good knowledge of the entire Butler Service Operations
- Good knowledge of the entire Front Office Operations
- Must be a self-starter, coach & mentor who can motivate the Team to perform their best
- Knowledge of Opera Property Management System preferred
- Ability to ensure security and confidentiality of guest and hotel information
- Ability to work with constant interruptions with a high degree of professionalism
- Ability to prioritize and organize work assignments; delegate work

QUALIFICATIONS

- Degree from School for Tourism & Hotel Management .

EXPERIENCE

- Minimum 3 - 5 years' relevant experience with at least 2 year at a supervisory level

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.