Guest Relations Manager - Quản lý Quan hệ khách hàng

• To assist in ensuring that the Front Office department is managed successfully as an independent profit center.

• To set in close conjunction with each Supervisor, annual operating budgets, which will form part of the Hotel’s Annual Business Plan.

• To monitor all costs and recommend measures to control them. To establish an integrated cost management plan through product lining, minimal inventories, joint procurement with sister hotels, and Delivery on Demand where possible and cost-effective.

• To ensure that the Department’s Operational Budget is strictly adhered to.

• To monitor all costs and recommend / institute measures to control them.

• To prepare monthly forecasts and schedule resources accordingly.

• To ensure that all departments are managed efficiently according to the established concept statements and adhere to hotel service standards.

• To assist in the implementation of a flexible talent base. To allocate talents over the Division based on established business levels for that day.

• To assign responsibilities to department supporters and talents and to check their performance daily.

• To represent the Rooms Division on the hotel's Executive Committee in absence of the Executive Assistant Manager.

• To support talent needs in other Divisions based on the hotel priorities and anticipated business levels.

• To monitor service and rooms standards in all workplaces. To work other related operation departments heads to ensure the operation service and take corrective actions where necessary.

• To be available and on duty during peak periods (frequently opening and closing the operation).

• To conduct frequent and thorough inspections together with the Housekeeping Manager and other Assistant Managers / Supervisors.

• To handle guest and talent inquiries in a courteous and efficient manner and report guest complaints or problems to Executive Assistant Manager if no immediate solutions can be found and assure follow-up with guests.

• To establish a rapport with guests maintaining good customer relationship and handle all guest complaints, requests, and enquiries on Guest Relations service.

• To personally and frequently verify that guest’s check-in / out are receiving the best possible service.

• To spend time in the Lobby Service area (during peak periods) to ensure that the area is managed well by the respective team and functions to the fullest expectations.

• To be demanding and critical when it comes to service standards.

• To ensure that all daily rooms, special requests, Long Stay guest rooms, etc. for arrivals are blocked in advance and accordingly and welcome amenities are appropriately ordered.

• To ensure that all V.I.P. / Long Stay are met on arrival by the Executive Assistant Manager / Managing Director / Commercial Director (for commercial purposes).

• To ensure that all rooms are pre-blocked accordingly to arrival time and housekeeping is informed.

• To work closely with Housekeeping and Engineering Department to ensure that rooms are blocked accordingly for maintenance.

• To ensure that all Departmental Operations Manuals are prepared and updated annually.

• To ensure that all meetings are well-planned, efficient and results oriented.

• To ensure that deadlines on all projects are met.

• To ensure the smooth operation of Front Office Department during the absence of the Executive Assistant Manager.

• To prepare with the respective teams, a yearly marketing plan for Guest Relations, which is the basis of the Room’s Annual Marketing Plan.

• To participate in the formulation of the Annual Marketing Plan and implement with each workplace manager and Commercial Department effective sales and promotional activities to maximize revenues.

• To implement a consistent guest recognition program and maintain a relevant guest database.

• To participate in weekly Room Management meeting conducted together with Commercial Department.

• To continuously seek ways to assist the team maximize their revenues and profits.

• To monitor and analyze the activities and trends of competitive other hotel rooms.

• To ensure that all Front Office talents are fully aware of market needs and trends and that their products meet these requirements.

• To attend and contribute to all departmental meetings Hotel training as well as other related activities.

• To fully support the Departmental Trainer’s function in the Department assigned.

• To undertake any reasonable tasks and secondary duties as assigned by the Executive Assistant Manager.

• To respond to any changes in the Front Office Department as dictated by the hotel.

• To project always a positive and motivated attitude and exercise self-control.

• To ensure that each supporter plans and implements effective training programs for their talents with the Training Manager and Departmental Trainers.

• To develop departmental trainers, assign training responsibilities, and meet with Departmental Trainers monthly.

• Creates the holiday schedules with the aim of avoiding staff shortages and using periods of low occupancy to reduce holiday backlogs. Ensure, through efficient planning, that a build-up of command holiday entitlement and overtime is largely avoided and that these are reduced as soon as they occur.

• To prepare weekly work schedules in accordance with workload and priorities for approval by the Executive Assistant Manager.

• To conduct yearly performance appraisal and give talents regular feedbacks on their job performance.

• To ensure that all talents always provide a courteous and professional service.

• To ensure that all talents have a complete understanding of and adhere to the Hotel's Employee Rules & Regulations and adhere to the hotel's policy relating to Fire, Hygiene, Health and Safety.

• To carry out any other reasonable duties and responsibilities as assigned.