Guest relations Manager
Radisson Royal Hotel Dubai
Total years of experience :25 years, 4 Months
Greeting guests, checking them into the hotel, providing information on hotel amenities, anticipating and responding to their needs, listening to and resolving complaints and providing excellent customer service throughout their stay. Assist with activities such as booking tickets, making reservations and arranging travel and tours. Promote a positive image of the hotel and ensure guest satisfaction.
Ooversight of the front office staff, cash control for agents, staffing needs, and guest services.
Training, staff development and scheduling.
To supervise whole team, ensuring that all required procedures and service standards are complied with.
Attending to minor complaints in prompt and courteous manner, ensuring that any insoluble problems are referred for attention.
Conduct daily briefing, ensuring that all staff are aware of special events, VIPs, etc.
Monitor performance and behavior of subordinates staff towards guests and take corrective or disciplinary action as required and implement training or coaching session when necessary.
Ensure all Front Office duties are carried out in line with the hotel service standards and policy, with high standards of personal appearance, personal, hygiene, correct uniform and name badge as outlined in hotel rules.
To check Rooms preparation prior to guest check-in to ensure they are clean, properly equipped and in a high standard of maintenance.
Doing house round to whole property on the beginning and the end of shift.
To implement and maintain guest recognition program.
Checking all rebates or adjusting guest bill. Make sure back up attached.
To entertain guests as and when appropriate.
To bid farewell for departure guest.
To carry out the day to day administration of the front office, including answering
telephones, emails, the distribution of post.
• To answer queries from prospective residents
• To liaise with other departments regarding matters arising: eg. Security, buildings,
Finance.
• To report to the Building Office any maintenance that needs attention at the Residences.
Following through these maintenance issues when required.
• Assisting with the duties of other Residences Limited staff.
Supervises and coordinates activities and works with cleaning crews engaged in housekeeping activities. Responsible for all functions related to personnel efficiency and performance to assure that daily tasks are being completed and safety rules are observed.
upervise and oversee all the duties performed by all employees of front office Make sure that all employees complete their essential tasks before leaving.
Discipline, counsel and coach employees if necessary, using proper techniques and documentation.
Responsible for daily monitoring and proper training of all service levels provided by employees to fellow employees and guests.
Assist with any problem in scheduled shifts .
Maintain and monitor proper front office operational supplies.
Maintain hygiene and organization of front desk, back office and front desk closet.
Greets all guest at any time and helpful manner and attempts to learn and use guest name at every opportunity registers and rooms all arrivals according to established procedures.
On check in, ensure that the guest fill the registration card completely and legibly and that the guest is assigned a room of the type and at the rate requested. In the case of walk in, the guest should be sold a room at the highest available rate.
Posting outlets and departmental charges as promptly as possible and in accordance with policy and procedure.
Maintain cashier float and make accurate daily reports of all money received.
Assisting with currency exchange.
Keep self abreast of all modifications to accounting policies and procedures.
Responsible and attends to guest's request of using the service of safety box at all times.
As flow of business dictates carries out either cashier or reception function as assigned by supervisor.
.Attends to guest's complaints, inquiries and requests, refers problems to Duty Manager or Assistant Front Office Manager whenever necessary.
Ensure that all rooms discrepancy are resolved before end of shift.
Checks out all departing guests according to established procedures, ensuring that the guest account is properly Settled according to hotel credit policy with all pending charges posted to guest account.
Does all possible to ensure that guest depart the hotel with a positive impression of service and front office staff. .
Always deport him/herself in keeping with the high standards of behavior and appearance expected of an hotel policy procedure in his/her attitude towards guests and employee alike.
Take personal interest and pride for ensuring that the front desk area is kept cleaned and in an orderly state at all times.
Endeavors of maintain the high standards of the hotel with particular regard to the services of Hotel members, ( if any ) and other VIP and with reference to hotel and departmental goals.
Provide quotes for room rates and up-sell the guest when possible.
Assist in coordinating the Front Desk and the Housekeeping Department.
Verify that the correct charges and credits are posted to the corresponding guest folio.
Collect payment for charges on the guest folio.
Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift.
Responds to guest inquiries.
Provide administrative, reception and program support to management and staff.
Manage phone activity including providing general knowledge to callers.
Manage walk-in traffic. Sign in guests as needed. Smile and greet customers in a welcoming manner.
Register and assign rooms to guests.
Resolve guest complaints within scope of authority; otherwise refer the matter to the management.