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Guest Relations Supervisor - voco Dubai at voco
Dubai, United Arab Emirates
Job Descrption
• Implement guest recognition and guest contact programs.
• Implement repeat guests and other related programs as well as update guest profile with pertinent information and general comments.
• Implement guest birthday program and ensure that all birthdates are registered and corresponding amenities are delivered.
• Supervise preparation and distribution of welcome cards and amenities.
• Coordinate with other departments to ensure proper handling of amenities to be placed in VIP rooms (i.e., flowers, special occasion cakes, etc.)
• Conduct regular inspection of rooms and liaise with the housekeeping department on deviation from standard set-ups.
• Meet and escort all arriving guests ensuring that their needs are satisfied and that they are checked in a courteous and efficient manner. Give a complete introduction of the hotel and its facilities... pointing out fire evacuation routes.
• Review daily arrivals/departures, for guests with airport pick-up/drop-off, and liaise with Concierge to book/assign appropriate vehicle/driver. Coordinate closely with Airport Representative and transport personnel for the timely dispatch of transport service.
• Work with Room Reservations for the accurate flight information, and with Visa/Protocol officer to assure compliance on proper documentation and hassle-free entry of guests.
• Constantly check reservations to ensure that guests with special requests are handled correctly.
• Impose and observe the established method of coordination with all departments, particularly with F&B Banquets and Kitchen in assisting functions at the Business Center.
• Supervise usage of all available systems and equipment including PMS (Property Management System), AV Equipment, internet lines, etc.
• Coordinate and ensure the maintenance of an atmosphere of tranquility in all areas of the hotel, never giving the impression that there is a problem.
• Continuously update oneself and have a comprehensive knowledge, on places and events, trends, developments, and new ideas to enhance guest experience.
• Be aware of all fire prevention and safety regulations at all times.
• Handle all emergencies as laid down in the hotel’s emergency policy.
• Have a complete knowledge of hotel programs, facilities and activities; as well as the local environment such as attractions, restaurants and shopping areas within the city.
• Supervise Guest Relations and Club Lounge colleagues on a daily basis to include training, discipline, scheduling and visually monitoring employee performance to ensure adherence to all service and productivity standards ensuring guest satisfaction.
• Assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development.
• Communicate effectively both verbally and in writing to provide clear direction to staff in performing their tasks.
• Supervise the training of employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency
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