Guest Relation Coordinator - Profiling

Location
Seychelles
Posted
22 Sep 2016
Closes
20 Oct 2016
Job Type
Graduate
Sector
Hotel
Job Level
Non-Management

JOB SUMMARY

The GR – Coordinator acts as a host of the resort by ensuring that all guests receive personalized service to the highest degree of courtesy, through personal recognition and prompt cordial attention from pre - arrival through departure.

DUTIES AND RESPONSIBILITIES:

  • To take care of pre-arrival guest correspondence by establishing a relationship with the guest
  • To print daily guests report by Nationality/Tour Operators/Travel Agencies
  • Administer Online Gift program and reply to requests – prepare voucher and send mail to all concerned
  • Handle Online Concierge requests
  • Handle Information request  emails and agencies requests
  • Handle wedding request
  • Handle Added Values from agencies
  • Assist FO for profile update
  • Maintain a Guest History system that keeps record of preferences, comments and special needs
  • Coordination with operational departments and outside contractors to ensure excellent service delivery
  • Have Full knowledge of VIP requirements, amenities and ensure proper guest recognition
  • Maintain a 360 degree follow up system with the assistance of relevant tools (GR logbook, traces, Guest correspondence, etc.)
  • To ensure relevant guest material is in place (letters / messages, vouchers, cocktail invitations)
  • Supervise preparation of all printed guest related material
  • Prepare next day’s arrivals and highlights VIPs / special care guests
  • Preparation of next day’s Daily Guest Information
  • To ensure trace report is printed, completed and solved in the system
  • Ensure that payment for outside contractors is handled before the end of each month and handed over to account
  • To handle lost & found queries and do proper follow up
  • Weekly preparation of the management cocktail list and invitations
  • To contact guests for confirmation of management cocktail
  • Update in Opera the data profiles from the registration cards

                                                                                              

Leadership / Management:

  • Be in charge of the daily shift, complete supervisory checklist and assign duties accordingly
  • To update roaster in Kelio System and update if changes occur
  • To verify and print every 15 th of the month clocking report and hand over to AGRM for validation
  • Preparation of Bodet report for trainees every end of the month
  • Preparation of monthly recap of PH/Annual/Leave/Refund Days Off/Performance Appraisals/GOPs Renewal of the Guest Relations Team
  • To prepare weekly requisition
  • To prepare monthly training plan and send training report
  • Establish and maintain effective employee relations at all times
  • Conducts, under the guidance of the Guest Relations Manager, such functions as employee orientation, on-the-job training, coaching and counseling
  • Deputizes for the GRM at the daily Rooms Division operational meeting and in other official functions in his / her absence

Environmental Awareness:

  • To comply with all company and local laws regarding, Fire, Health and Safety procedure. To participate in any training sessions of the aforementioned.
  • To report and follow up any defects with equipment within the work environment

Candidate Requirements  :

  • Graduate/Diploma in Hotel Management
  • At Least 2 - 3 years of experience as a Guest Relations Assistant.
  • Effective communication skills and pleasant personality are a must
  • Possession of superior interactive skills is essential
  • Knowledge of Opera
  • Possession of basic computer operating skills – MS Office/Excel is desirable
  • Expected to regularly work long hours, on evenings, on week-ends, public holidays and during cyclonic weather
  • Previous experience in tourism industry would be an advantage