Assistant Guest Relations Manager

• Oversee the operations of the Guest Relations Desk.
• Ensure our Accor Live Limitless members are recognized upon arrival, receiving a warm greeting and appropriate assistance.
• Ensure that all Front Office Standards, Operating policies and procedures are adhered.
• Ensure procedures are being met or exceeded on a daily basis for all loyalty/VIP Guests.
• Communicate relevant information and special requirements to all departments to ensure the expectations of all loyalty and VIP guests are exceeded.
• Incorporate the latest service trends of the hospitality industry resulting in a distinctive and unparalleled service experience.
• Foster a positive work environment is key to ensuring complete guest and team satisfaction.
• Represent the department in a professional and courteous manner at all times, including physical and verbal interactions with guests and all employees.
• Supervise Guest Relation Officers and prepare the weekly duty rosters.
• Keep the immediate manager fully informed of all problems or unusual matters of significance.
• Maintain transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
• Perform pre-arrival communication to VIP and loyalty guests when necessary to ensure the correct information is obtained.
• Contact guests during their stay and assist with any needs that arise.
• Offer current knowledge on all resort's products, services, policies, and emergency procedures.
• Checked all VIP rooms prior to arrival and ensures that the correct standard (allocations, amenities and special requests) is maintained.
• Review all loyalty/VIP guest incidents and ensure proper follow up is completed with the relevant departments.
• Attend daily and monthly briefings or meetings to facilitate communications and smooth operations.
• Assist the Guest Relation Manager in continuously improving the overall ratings and is held accountable for the guest relations experience.
• Performs related duties and special projects assigned by Manager.