Guest Relation Manager (Front Office)

Job Description :

·         Provide upscale high guest service experiences for clients throughout their stay at hotel.

·         Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs.

·         Ensure clients are properly greeted upon their arrival and departure.

·         Monitor daily bookings and ensure assigned rooms are prepared prior to check-in efficiently.

·         Coordinate luggage collection and storage with among team.

·         Oversee check-in and check-out procedures, including reservations and payment transactions.

·         Promptly address guests’ requests, like in-room dining and other facilities of hotel.

·         Actively listen to and resolve complaints with guest effectively.

·         Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services

·         Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns and needs.

·         Inform and to ensure that clients received overall information of our hotel services, including breakfast and dining options

·         Promote all hotel amenities, conveniences and programs offered to the guests.

·         Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures

·         Appraise team’s performance and produce details reports

·         Liaise with others department to provide an overall comfortable guest experience

·         Examine daily duties, assign tasks and check on progress team.

·         Analyze guest feedback from hotel guestbook and online reviews and suggest ways to improve ratings

·         Recommend local tourist spots, including places to dine, shop and sight-see

·         Ensure compliance with health and quality Standards of Hotel Operating Procedures.

Requirements and skills :

·         Proven experience as a Guest Relations Manager with minimum 1 year working experience

·         Work experience in the hotel industry and well known of Opera System is a bonus

·         Proficiency in English; knowledge of additional languages is a plus

·         Computer literacy

·         Very high in dealing with customer-oriented and professional and pleasant attitude

·         An outgoing personality and friendly

·         Outstanding and excellent communication abilities

·         Excellent organizational and time-management skills

·         Excellent problem-solving and multitasking skills

·         Leadership skills along with the ability to motivate a team into high performance

·         Working Day: 6 Days Per-Week (1 Rest Day)

·          Working Hour: (Rotation Shift)

     Benefits:

·         Public Holiday, Annual Leave, Medical Leave

·         Staff Meal Provided

·         EPF, SOCSO & EIS