Guest Relations Manager
Lucky Voice Dubai
Total years of experience :18 years, 6 Months
monitoring the expected bookings, to make sure that the guests are being welcomed and greeted in an appropriate manner and that their registration and check in procedures have been carried out in a warm and friendly manner
To see that the staff members are handling the special needs of the guests like providing vehicle valet service, causing minimum disturbance, making arrangements for luggage collection as well as storage, ensuring that messages for guests have been promptly conveyed, to note down the complaints of the guests, etc.
To make sure that the guests follow the rules and regulations, to take care that the telephone calls have been handled properly, to provide additional information to the guests about the tourist spots, and to ensure that the check out procedures of the guests are executed in a friendly manner
To post all the relevant charges to the appropriate account, to provide the itemized bills to the guests, and make sure that they are delivered promptly and are accurate
To generate accounts that are in accordance with the needs and ensuring adherence with the department's policies
To maximize the sales by providing the guests with additional information regarding its products and services, and to make sure that the guests are satisfied, so that they will be tempted to visit again, thus ensuring better business
In addition to the above duties, he/she is equally responsible for training and mentoring the junior and new staff members in developing their professional skills and updating them with knowledge regarding policies, handling of guests in front office, and providing relevant information on reservation handling. He/she also makes sure that the intoxicated guests are directed in a proper manner, so that there is minimum risk to the other guests. While dealing with such issues, he/she acts in a professional manner and applies techniques related to conflict resolution. He/she ensures that the work place remains clean, neat, and tidy. Thus, a guest relations manger is responsible for overseeing and supervising the activities of the front staff, so that all the customers are satisfied and content.
-using sales, business development, marketing techniques and networking in order to attract business from client companies;
visiting clients to build and develop relationships;
-developing a good understanding of client companies, their industry, what they do and their work culture and environment;
-advertising vacancies by drafting and placing adverts in a wide range of media, for example newspapers, websites, magazines;
-using social media to advertise positions, attract candidates and --build relationships with candidates and employers;
-headhunting - identifying and approaching suitable candidates who may already be in work;
-using candidate databases to match the right person to the client's vacancy;
-receiving and reviewing applications, managing interviews and tests and creating a shortlist of candidates for the client;
-requesting references and checking the suitability of applicants ----before submitting their details to the client;
-briefing the candidate about the responsibilities, salary and benefits of the job in question;
-preparing CVs and correspondence to forward to clients in respect of suitable applicants;
-organising interviews for candidates as requested by the client;
-informing candidates about the results of their interviews;
-negotiating pay and salary rates and finalising arrangements between client and candidates;
-offering advice to both clients and candidates on pay rates, training and career progression;
-working towards and exceeding targets that may relate to the number of candidates placed, a value to be billed to clients or business leads generated;
-reviewing recruitment policies to ensure effectiveness of selection techniques and recruitment programmes.
- answer telephone, screen and direct calls
- take and relay messages
- provide information to callers
- greet persons entering the restaurant.
- planning events and special evenings.
- direct persons to correct destination
- deal with queries from the public and customers
- ensure knowledge of staff movements in and out of organization
- monitor visitor access and maintain security awareness
- provide general administrative and clerical support
- prepare correspondence and documents
- receive and sort mail and deliveries
- schedule appointments
- maintain appointment diary either manually or electronically
- organize conference and meeting room bookings
- co-ordinate meetings and organize catering
- monitor and maintain office equipment
- control inventory relevant to reception area
- tidy and maintain the reception area
Analyze all requirements of target audience and develop effective business strategies to obtain all business objectives and coordinate with event manager to analyze all data and event calendar.
Participate in all team meetings on weekly basis in coordination with regional business groups and assist senior management to organize all events concepts and design and supervise effective implementation of same.
Plan and prepare activities for all special events for various corporate and administer all client conferences and workshops and coordinate with sponsors to design an effective plan to achieve all event objectives and goals.
Coordinate with sponsors to select appropriate speakers for all events and perform negotiation for all events and assist to make all arrangements for all conferences and inform local press if required.
Determine all entertainment activities for events and supervise effective preparation of all invitations and prepare all budget proposals for all events.
Perform audit on all supplier bills and administer all corporate ticket program and allocate resources as required and perform research to select most appropriate site for all projects.
Manage all food and beverage required for all events and prepare all event contracts and manage an inventory of all environmental materials in coordination with all vendors and assist to prepare all cost reduction issues.
Coordinate with key stakeholders to maintain optimal efficiency of all events and develop all marketing materials required for events and prepare plans to maximize revenue for all projects.
Supervise and maintain reports for all event expenditure and evaluate and process all invoices and ensue completion within required timeframe.
Provide outstanding services and ensure customer satisfaction.
Address customer concerns and complaints promptly and professionally.
Respond to customer needs and requests in a timely manner.
Answer phone switchboards and transfer calls and take messages.
Manage incoming and outgoing mails and faxes.
Post charges to customers and handle card and cash transactions.
Plan and assign workloads for front office associates.
Supervise associates in their assigned job duties.
Prepare operational and financial records for Manager to review.
Identify resource requirements and manage resource allocations to ensure complete coverage and continuous availability.
Assist in hiring and training associates in front office duties.
Evaluate the performance of associates and provide appropriate feedback.
Ensure associates follow company policies and operational procedures.
Schedule regular meetings to discuss about issues and updates.
Educate associates on safety, emergency and security procedures.
Provide schedules and updates on sales related promotions working closely with sales department.
Write notes and provide recaps from weekly programming & promotion meetings.
Maintain and convey master station event calendar.
Perform with sales personnel to obtain all proper materials prior to promotion start dates.
Write broadcast and online contest copy and administer contest execution.
Support overseeing, scheduling and training of Street Team.
Participate in stations events and supervise event set-up and station visibility.
Perform as primary liason between contest winners and radio station.
Maintain computer database of prizing and winners including input, maintaining and proper report procedure.
Develop and maintain loyalty club including entering of prizing and fulfillment.
Develop proposals for station prizes, movie screenings, loyal listener program prizes, concerts and on air prizing.
Provide proper recaps for promotions, programming and sales.
Help and service all departments as required.
Assist in establishing and executing station contests and events with other promotions team members and individually.
Perform as liaison between station and listeners.
Develop promotional proposals and recaps of events for promotional partners.
Public speaker award winner for year 2005-6 Hockey Captain 2005/6 X Factor singing competition winner 2006 X factor regional 2nd place Idols South Africa top 100 Miss Klerksdorp 2009-2010 Miss personality Klerksdorp 2008/2009