Job Description

Roles and Responsibilities

Key Responsibilities

• Monitor guest relations personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
• Inspects all VIP rooms prior to arrival
• Oversee maintenance of efficient repeat guest history system
• Promote Inter-Hotel sales and in-house facilities
• Perform such functions as to include:
• Club Floor and regular guest welcome letters
• Solicitation of Priority Club applications
• Attending to special requests by guests
• Develop and implement guest telephone contact systems
• Compile, analyze and control guest relations’ costs
• Schedule and attend regular Club Floor and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
• Prepare requisitions for amenities on a timely basis
• Overall responsible for ensuring and maintaining the entire range of services offered for the Club Floor and Club Lounge with the aim to maximum guest satisfaction
• Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
• Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations

Customer Service

• Demonstrate service attributes in accordance with industry expectations and company standards including:
• Being attentive to Guests
• Accurately and promptly fulfilling Guests requests
• Anticipate Guests needs
• Maintain a high level of knowledge which affects the Guest experience
• Demonstrating a ‘service’ attitude
• Taking appropriate action to resolve guest complaints
• Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers

Financial Management

• Under the assistance of the senior Finance Manager co-ordinate the preparation of the Departmental annual budget and work to achieve the budget by monitoring and controlling the departmental operations, considering revenue and expenditure
• On an ongoing basis, control and analyze departmental costs to ensure performance against budget; implementing corrective measures where necessary to produce positive business results
• Effectively manage staffing costs by preparing efficient work schedules in line with legal requirements

People Management

• Work within the company’s Human Resource Management System to ensure the departmental performance of staff is productive. Duties include:
• Plan for future staffing needs
• Recruit in line with company guidelines
• Maintain a comprehensive, current and guest focused set of departmental standards and procedures and oversee their implementation
• Ensure training needs analysis of your departmental staff is carried out and training programmes are designed and implemented to meet needs
• Actively work at developing your staff and identify high potentials
• Maintain training records for all direct reports and ensure they do the same for their staff
• Conduct probation and formal performance appraisal in line with company guidelines
• Coach, counsel and discipline staff, providing constructive feedback to enhance performance
• Approve leave requests after considering peaks and troughs in the business

General

• Comply with the Company’s Corporate Code of Conduct
• Familiarize yourself with the company values and model desired behaviors
• Perform tasks as directed by the Manager in pursuit of the achievement of business goals