Гест релейшнс
Guest Relations Manager — оригинальное название в объявлении
AccorHotel · Ras Al-Khaimah, Ras al Khaimah, United Arab Emirates
Сколько платят на такой роли
В объявлении зарплата не указана — точную цифру называет отель на собеседовании.
Что даёт работодатель
“Could you confirm what the package includes: accommodation, meals, medical insurance, and an annual flight ticket home?”
По-русски: что входит в пакет — жильё, питание, страховка, билет домой.
Где будешь жить
Про жильё в объявлении ни слова.
“Where do staff in my position currently live? How many people share a room, and what is the Wi-Fi like in the staff area?”
“Is the staff accommodation on the resort island or on a nearby local island?”
Что это значит по-русски: где живут люди на вашей позиции, сколько человек в комнате, какой интернет, и на этом ли острове жильё.
Что делать · Требования
Оригинал объявления, перевода пока нет.
Что делать
Essential Functions • Ensure a seamless and exceptional guest experience for all guests, particularly VIPs, from arrival to departure. • Manage all guest relations operations, addressing guest concerns and coordinating with departments to deliver personalized service that exceeds expectations. • Oversee Front Office guest-facing areas, including supervision of Guest Relation Supervisors, Guest Relation Agents, and Lobby Hostesses. • Maintain high guest satisfaction levels by handling special requests and consistently upholding the hotel’s service and hospitality standards. • Act as a key contributor to service excellence, guest loyalty, and brand reputation. Main Duties and Responsibilities Guest Experience Management • Oversee the full guest journey from arrival to departure, including personalized welcome, farewell, and feedback collection. • Develop and implement guest experience initiatives to enhance overall guest satisfaction. • Maintain detailed knowledge of daily activities, city attractions, transportation, and local services to assist guests effectively. • Serve as the primary point of contact for guest special requests, ensuring timely and professional resolution. • Ensure smooth and hassle-free à la carte restaurant bookings handled by the Guest Relations team. Complaints Handling & Service Recovery • Handle escalated guest complaints efficiently with proper follow-up and documentation. • Review Service Recovery reports, Duty Manager/Night Manager logs, and implement corrective actions where required. • Guide the team in resolving guest concerns based on empowerment guidelines. • Participate in management meetings, present guest issues, and collaborate with operations teams on action plans. VIP Relations • Coordinate special services and amenities for VIP guests, ensuring preferences are met to the highest standards. • Identify upcoming VIP arrivals and communicate details promptly to the General Manager and EAM. • Supervise VIP room blocking, follow up on special requests, escort VIPs, conduct in-room check-ins when required, and spot-check VIP rooms. Team Leadership & People Management • Manage Guest Relations staffing, including scheduling, training, performance management, coaching, and discipline. • Promote upselling based on service excellence and ethical practices. • Conduct effective shift briefings to communicate operational requirements and hotel activities. • Ensure staff comply with greeting standards and complaint-handling procedures. • Train, coach, and mentor Guest Relations team members to enhance performance and guest impressions. • Conduct regular team meetings and performance evaluations to sustain a motivated, high-performing team. Collaboration & Compliance • Work closely with all hotel departments to ensure seamless service delivery. • Coordinate with the F&B team to ensure smooth restaurant reservation processes. • Ensure full compliance with hotel SOPs, LQA standards, brand standards, and ISO Integrated Management Systems. Feedback & Brand Management • Collect, analyze, and report guest feedback and satisfaction metrics. • Recommend improvements in service delivery and guest relations aligned with TRUST YOU Score. • Ensure guest reviews on social media platforms are responded to within 24 hours. • Maintain lobby standards, ensuring cleanliness, presentation, and readiness of guest-facing areas.
Требования
• Diploma or Degree in Hospitality or a related field. • Minimum 5–7 years of experience in a luxury 5-star hotel environment. • Strong multilingual communication skills, including proficiency in English, with the ability to communicate effectively in Russian, and/or Arabic, are considered a strong advantage. • Strong background in Guest Relations, Front Office operations, VIP handling, and service recovery. • Proven leadership, communication, and guest engagement skills, with the ability to manage teams and deliver exceptional guest experiences.
Кто работодатель
В объявлении работодатель не назван по имени курорта.
Этот работодатель ещё не связан с курортом в нашем справочнике, поэтому страницы острова здесь нет. Связь достраивается по названию острова — придумывать курорт мы не будем.