[{{ $ctrl._job.status.name | translate}}] Guest Relations Manager
Sofitel Dubai The Palm Resort & Spa

Posted

Job description

• To be an ambassador of the hotel, in and outside the work place.
• To oversee the Guest Relations operations and ensuring that the hotel standards and procedures are fully known and followed.
• To provide a personalized service to all the guests, fully aware and following the hotel standards and procedures.
• To ensure appropriate stock level for the smooth run of the Guest Relations operations and to prepare requisitions accordingly.
• To ensure a proper coverage and supervision of the Guest Relations sections at all times.
• To ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service.
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• To act as a representative of the Management when dealing with guest complaints or if a member of the Lobby Hostess team is facing difficulties that she/ he cannot solve on her/ his own.
• To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.
• To assist the Inspired Meetings teams and any other department in guest relation needs or pre-event arrangements.
• To personally welcome guests and escort them to their rooms, outlets or other public areas as requested.
• To ensure uncompromising levels of cleanliness and maintenance through own responsibility.
• To use appropriate materials, equipments and supplies for the smooth run of the guest relation operations and to ask for requisitions accordingly.
• To use the proper telephone etiquette as per Sofitel standards.
• To be most of the time in the guest area and to socialize with guests, playing a Public Relations role, in order to build strong and long-term relationships.
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• To be fully aware of and to report all guest comments or complaints.
• To be aware of all VIPs visiting or staying in the hotel.
• To properly use all the equipment and PMS.
• To daily follow the checklists and billing procedures.
• To respect schedules, terms and deadlines as agreed with the Management.
• To daily read the logbook and to sign it and update the activity reports.
• To update the team with all the happenings in the hotel and with the latest administrative, organizational, operational or other changes and news.
• To conduct daily line up briefing with the lobby hostess team to recapitulate tasks and activity.
• To promote the Accor loyalty programs.
• To maintain an atmosphere of high morale and a happy working relationship among the team.
• To be entirely flexible and adapt to rotate within the different sub sections of the Front Office Department.
• To carry out any other reasonable duties as assigned by the Front Office Manager and the Director of Rooms.

Requirements

• To assist in the building of an efficient team of ambassadors by taking an active interest in their welfare, safety and development.
• To encourage the ambassadors to maintain good relationships with their colleagues and all other departments.
• To ensure that all ambassadors report for duty punctually wearing the correct uniform/attire and nametag at all times and to ensure they maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards. To control absenteeism.
• To ensure that all ambassadors provide a friendly, courteous and professional service at all times.
• To assist in the training of ambassadors ensuring that they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner.
• To supervise the ambassadors within the department, ensuring that the correct standards and methods of service are maintained as stated in the Hotel and Department Operations Manual.
• To ensure that the Department's operational budget is strictly adhered to and that all costs are controlled and expenditures approved.
• To read and understand the hotel's ambassador Handbook and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
• To comply with local legislation and be conversant and act in accordance with any such matters relating to your department.
• To respond to any changes in the department as dictated by the needs of the industry, brand or hotel.
• To be flexible and to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• To attend trainings and meetings as and when required.
• To conduct and/or contribute to regular Departmental Communication Meetings.
• To provide updated information to the Management and other departments.
• To assess situations and to be able to react accordingly through analysis and perspective.
• To be available in front of the guests and colleagues, and to serve as an example for other ambassadors.
• To ensure rosters are posted and timesheets are submitted on time.
• To ensure that all ambassadors are treated fairly and consistently as outlined in their terms and conditions of employment, local legislation, and company / hotel policies and procedures.
Job type
Full-time
Location
Dubai, United Arab Emirates
Department
Front Office reception, Guest Relations
Languages
English, German (optional), French (optional)
Starting in
As soon as possible
Contract duration
Indefinite
Pay range
AED 6,500/- per month
Accommodation
Single Studio
Other benefits
3 meals a day, medical insurance, airline ticket to home country every year

Sofitel Dubai The Palm Resort & Spa

A thrilling and sunny Polynesian island theme, with vertical gardens, fresh flowers and artworks bringing elegance to luminous interiors. Personal service makes every guest and visitor feel special.

All 361 exceedingly comfortable rooms have balconies; suites boast 24-hour butlers and a private lounge. Indulge in a Beach Villa with a roof terrace and pool, or hotel apartments for longer stays in Dubai.

Dine in a different part of the world every night with eight restaurants and seven bars and lounges. Dance in Dubai's newest nightclub or sip a sunset cocktail. A ballroom hosts celebrations, while InspiredMeetings concierges offer creative incentive stays.

A cozy retreat from Dubai, the brand new resort sprawls on a long private beach on Palm Jumeirah's East Crescent.

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