Guest Relations Supervisor at Kempinski Hotels

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