Guest Management and Protocol Manager
Saudi Motorsport Company
Total des années d'expérience :15 years, 1 Mois
Guest Relations Supervisor
Relationships:
o Reporting to director of sales & Marketing.
o Relationships and communication \ Front Office\ Reservations\ Accounts\ Food and Beverage\ and all other department.
Job description
o Sales calls\visiting\follow up\reports.
o Coordinate for sales visiting.
o Corporate rate offers\ quotations\Confirmations.
o Opera system.
o Sales meeting.
o Daily follow up report.
o Weekly close\lost \ CXCL report.
o A monthly sale calls report\revenue.
Relationships:
o Reports to the General Manager.
o To be the main communication point of the hotel by providing and coordinating a rapid response to all guest request, inquiries and needs, as well as assigning work orders to appropriate personal. To identify and anticipate guests needs by ensuring complete guest satisfaction.
o Relationships and communicate \ Front Office\ Reservations\ Housekeeping\ Engineering\ Guest Relations\ Accounts\ Food and Beverage\ and all other department.
o Meet Ladies VIP Guest\ Check In.
Job description
o Guest Service Center Supervisor.
o Market matrix Program\Guest survey.
o Management Meeting.
o Opera system.
o Sales Meeting\Reports\Planning\GM.
o Oracle system\Schedule\Attendance sheet\Offer time\Emails.
o Guest Comment\Feedback\Complains\Emails.
o Daily Hotel Information \Event Convention Briefing Sheet.
o Lattice system\New Request\Follow up\Feedback.
o SOP (Standard Operating Procedure).
Front office department :
o Opera system.
o Collect daily report form colleagues and write/ send it by Email.
o IHG Rewards club? Benefit / Levels.
o Ambassador membership? Benefit / Levels.
o Update/ Enroll IHG Rewards and Ambassador in Opera.
o Print arrival VIP guest in Opera.
o Prepare Letters & Envelops for welcome to our guest/ VIP Arrival.
o Find IHG Rewards and Ambassador point / Details by using Loyalty Connect.
o Update LPU.
o Update reimbursement.
o Prepare free night Authorization and send date for approval.
o Arrange Ambassador temporary card for new ambassadors.
o Make courtesy call persuader within house guest.
o Merlin
o Print daily Heartbeat report.
o Print monthly Heartbeat report.
Front office department / operator :
o Answering outside / internal calls ( smile system)
o Transferring calls / all key functions
o Provide calls / opening /closing lines
o Making voucher for guests / stuff calls
o Wake up call standard / steps / procedure
o Telephone book / hotel extensions updated
o Handel fire alarm / emergency / bomb threat calls
o Opera system guest information / phone book
o QMS monitor ( quality management system ) / steps / reports
o Skytel ( telephone information system)