Oversees and directs all guest relations staff to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
Oversees and directs all guest relations staff to ensure VIP Guests consistently receive all benefits, repeat guest and other VIP's receive special recognition and service.
Informs other operating departments, notably Housekeeping and F&B on matters which concern them on maximizing guest satisfaction.
Establish and maintains effective employee relations.
Assist in identifying training needs, develop formal training plans and implement training sessions for guest-contact personnel.
Oversees maintenance of efficient repeat guest history system.
Maintains appropriate standards of conduct, hygiene, uniforms, appearance and posture of guest relation personnel.
Promotes Inter-Hotel sales and in house facilities.
Checks VIP rooms for amenities.
Informs senior management of special guest relation problems.
Performs such functions as to but not limited to VIP and regular guest welcome letters.
Developing and implementing guest telephone contact systems.
Handle guest complaints and refers them as necessary. Follows up on correctional actions.
Compiles analyses and controls guest relation cost.
Schedules and attends regular VIP guest cocktail parties.
Reviews arrival list, especially VIP's to block rooms, check amenities & special request.
Reports anything considered health or safety hazard to be aware of the ISO Health and Safety policy
Room blockings / checks for appearance of rooms, etc.
Performs related duties and special projects as assigned