Assistant Guest Relations Manager

27 Jan 2017
01 Mar 2017
Job Level

The Assistant Guest Relations Manager is a 'key person'. He/she acts as a host of the hotel by providing assistance to the guests. As such, he/she participates in all Hotel services offered to the guests by displaying accurate, updated relevant information. He/she works closely with the Guest Relations Manager to manage the Guest Relations team and ensures the smooth running of the day-to-day operations.


Responsibilities and duties for this position shall include, but not be limited to, the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described.
  • Ensure that all Front of House Standards Operating Policies and Procedures (SOPs) are adhered to
  • Ensure procedures are being met or exceeded on a daily basis for all Guests and processes are compliant to LQA standards
  • Coordinate the arrival, in house stay and departure experiences to ensure a seamless experience to Constance Lemuria guests
  • Liaise with all key departments to gather correct and relevant information to improve the quality of guests' stay.
  • Communicate relevant information and special requirements to all departments to ensure the expectations of all loyalty and VIP guests are exceeded
  • Organize and update PMS reservations considering type of requests or guests' expectation to prepare for guest arrivals
  • Ensures that the team is fully aware of day's arrivals and departures, including preferences, credit requirements, VIP status.
  • Organize and follow up on guests' requests for all in house guests, ensuring quality service and follow up is granted until departure
  • Work directly with the Front Office operation to ensure a seamless experience
  • Create Daily and Weekly reports highlighting the activities concerning arriving and in house guests (i.e. F&B report, allergies, guest comments on Daily Events Report etc)
  • Reviews arrivals for the next five days on a daily basis, including pre arrival correspondence and dossiers. Shares with Reservations the main highlights.
  • Cross checks with Housekeeping and IRD the correct delivery of guest amenities and carries random spot checks if necessary.
  • Ensures that all guests are attended by a member of GR team on a regular basis and assistance with preparation of activities such as itineraries, restaurant recommendations and reservations, transportation is provided.
  • Checks and ensures that credit procedures are abided to. Informs Front Office and Accounting colleagues of special billing arrangements.
  • Alike the Guest Relations Manager, performs pre-arrival communication to VIP and loyalty guests when necessary.
  • Contact guests regularly during their stay and assist with any needs that arise.
  • Handles complaints or special requests as second tier problem solver.
  • Reviews all guest incidents and ensure proper follow up is completed with the relevant departments.
  • Updates relevant guest information on Guest Profiles on a regular basis and ensures correct update of guest profiles in line with Constance corporate SOP.
  • Monitors guest recognition among the teams and ensures appropriate initiative is taken throughout the resort during special events such as birthdays, honeymoon etc.
  • Assist the Events Coordinator to provide on-site assistance to wedding couples and invitees as required
  • Comply with all company and local laws regarding, Fire, Health and Safety procedure
  • Report and follow up any defects with equipment within the work environment.
  • During the absence of the Guest Relations Manager, provides guidance to the GR team in respect of Standard Operating Policies and Procedures, Company Values and management guidelines.
  • Establish and maintain effective employee's relations.
  • Assume Manager On Duty shifts when needed.
  • Perform any other reasonable duties as assigned by the Management