Job Summary - (Role Summary)
Understants all aspects of the guest relations function to achieve the highest possible guest satisfaction to current and future VIPs.
Essential Duties and Responsibilities - (Key Activities of the role)
Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
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
Greet VIP guests personally
Liaise with other departments and necessary outside contracts to ensure excellent service delivery
Oversee maintenance of efficient repeat guest history system
Promote Inter-Hotel sales and in-house facilities
Perform such functions as to include but not be limited to:
o Priority Club and regular guest welcome letters
o Solicitation of Priority Club applications
o Attending to special requests by guests
Develop and implement guest telephone contact systems
Handle guest complaints and refer them as necessary, follows up on corrective action
Compile, analyze and control guest relations' costs
Schedule and attend regular Priority Club 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
Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures