Guest Relations Manager

• Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.

• Provides functional assistance and direction to all departments.

• Patrol all of the Hotel guest area, adjust the incorrect operations, recorded on the logbook.

• Cooperates, coordinates and communicates with other hotel departments as required.

• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel

• Responds to guest needs and resolves related problems

• Collect and record the guest comments on the logbook，guest experience will be shared with hotel management team upon morning briefing.

• Supports and assists departments at peak periods,especial Front Office

• Prepare welcome cards with General Manager’s Signature for VIPs and MAS member guests, ensures them receive special attention.

• Inspects front of house and back of house regularly for cleanliness.

• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff

• Promotes inter-hotel sales and in-house facilities.

• Analyses and approves discounts and rebates.

• Takes action with the Property Management Systems (PMS) in emergency situation.

• Fully conversant with all hotel emergency procedures.

• Ensures front line staff complies with FIT marketing techniques and maximize sales.

• Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:

o Assists in planning for future staffing needs

o Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation

o Ensures training needs analysis of Front Office staff is carried out and training programs are designed and implemented to meet needs

o Provides input for probation and formal performance appraisal discussions in line with company guidelines.

o Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance.

o Regularly communicates with staff and maintains good relations

• Works with superior in the preparation and management of the department’s budget. Duties include:

o Assists in co-coordinating the preparation of the departmental annual budget

o Controls and monitors departmental costs on an ongoing basis to ensure performance against budget

• Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same

• 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