test header

Guest Relations Manager

United Arab Emirates - Dubai

Full job details

Sofitel The Palm Resort & Spa
United Arab Emirates - Dubai
Job Type
Front Office, Guest Relations Manager
Job Level
•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.