Description
The incumbent in the position is responsible for
Supervising the Guest Relation Section and providing the highest professional
services in accordance with Kempinski’s policies, procedures and service
standards. They also act as a representative of the hotel management and handle
all guest relation matters brought to their attention, to the satisfaction of
the guest.
Key Responsibilities
Be knowledgeable about all VIPs in-house, hotel
functions and special events.
Collect as much feedback information on VIPs as
possible (on daily basis) by checking e.g. Opera PMS company wide, briefs and
distribute this information within the hotel to all relevant departments by
e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information
is updated in the guest profile.
Top VIPs MUST be welcomed upon arrival, escorted to
their room and bid farewell upon departure.
Liaise with FOM, to prepare tailor made guest
itinerary for Top VIP’s when appropriate and coordinate VIP greetings and
departures – ahead of time.
Welcome visitors to the hotel, assist with general information, internal promotions and directions.
Handle guest complaints and requests in a polite and
efficient manner, give further instructions to the relevant staff if needed to
ensure optimal guest satisfaction.
Maintain a record of all complaints and requests,
follow up and inform concerned operating departments.
Perform special projects and related duties as
assigned.
Provide information to all guests regarding the
services and possible internal promotions of the hotel.
Take decisions on upgrades / comps / rebates etc. as
per stipulated hotel policies and procedures.
Participate in training programmers.
Skills, Knowledge and Expertise
Minimum of 3 years’ experience in a Supervisory level
position in Front Office or Guest Relations.
Excellent oral and written English skills
Good Communication skills
Knowledge of hotel products and services
Knowledge of VIP welcoming protocol
Proficiency in Microsoft Office (Word, Excel and
PowerPoint)
Knowledge of Opera
How To Apply
