Guest Relations Manager

Responsibilities:

• To manage the operation of Guest Relations, Butler Services and Guest Services Center.
• To develop of the team through coaching, mentoring and general communications.
• To evaluate constantly the staffing guide and plans the staff requirements to suit the operational requirements.
• Responsible effective communication of VIP Amenities with Housekeeping, Culinary, Concierge, Front Office, Reservations and Sales.
• Is the key person to meet and greet VIP guests upon arrival and departure.
• Main contact for top VIP guests
• Analyzes guest preferences and prepares reports for improvement on Guest Satisfaction.
• Preparation of guest turn down letters.
• Liaison with VIP guests for private business meetings in suites/function rooms.
• Pre-arrival communication, arrival experience, check in procedure, billing and check out procedures.
• Analyze and record all guests’ feedback and continuously drive for improvement.
• Monitor in house guests’ satisfaction and manage guests’ complaint.
• Conduct performance review and take disciplinary action to address performance challenges.
• Select, train, evaluate, motivate coach and discipline the Butler team to ensure a high level of service accordingly with Mandarin Oriental Hotel Group standards.

Requirements: 

Minimum experience 2 years in the same role in a high luxury hotel environment

• Bachelor’s Degree in Hotel Management or relevant education
• Must be professional, having excellent presentation, organization and effective time management skills.
• Excellent leadership skills and ability to motivate his/her team.
• Great interpersonal skills