Assistant Guest Relation Manager

7 months ago

Kuala Lumpur, Malaysia Hotel - Kuala Lumpur Full time

**Job Requirement**:

- Minimum SPM or Diploma in Tourism Management
- Minimum 2 years successful track record at a managerial level
- Excellent communications skill for both written and verbal. Multiple language skills are preferred
- Able to work under pressure
- Self-starter, results oriented and also a team player
- Pleasant personality with good organisational skills
- Good problem solving skills
- Independent and self-motivated with good communication, presentation and interpersonal skills \
- Energetic, result-oriented and prepared to face challenges
- Resourceful and reliable in meeting objectives and expectations
- Ensures that all Guest Relations employees deliver the Hotel's basic standard and provide exceptional guest service at all times.
- To greet all guests in a service orientated manner.
- Maintains positive guest and colleague interactions with good working relationships.
- Greeting and checking-in VIP and Long Stay guests.
- Personally and frequently verify that all VIP guests are receiving the best possible service during check-in and check-out.
- Co-ordinates VIP movements with relevant Departments as advised.
- Ensuring hotel VIP guests are registered in accordance with Front Office policies and procedures.
- Understands rate structure and promotional rates available.
- Ensures that all Guest Relations employees are aware of current promotions, policies and other important information.
- Ensures that all Guest Relations employees are familiar with the hotel’s products and services.
- Handles all VIP guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
- Ensures that Guest Relations employees provide excellent service to internal customers as appropriate.
- During the absent of Guest Relation Manager, to authorize the release of fruits, flowers and other amenities to ensure guest requests are being met. To inspect assigned rooms for VIPs prior to their arrivals.
- Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.
- To check the arrival list and positively identify return guest or guest visiting on special occasions such as Honeymoon, Wedding anniversaries, birthdays etc and extend appropriate courtesies.
- To identify room bookings with high paying rates and make recommendation to the Management for upgrade to next category.
- Ensures an understanding on the sequence of duties related to Royal Family visits.
- Accords protocol with Royal Family visits.
- Ensure consistent courtesy call to VIPs and long staying guests to obtain feedback on their stay.
- Ensure all incoming correspondences which includes fax, mails, telexes and letters for the VIP guest are promptly delivered to the room. The same applies to correspondences directing to all relevant supporting Departments.
- Ensures that all VIP guest details are entered correctly in accordance with the principles of clean data.
- Ensures that VIP guest history records are accurately maintained and all repeat VIP guests are pre-registered.
- To share and brief all Front Office personnel of VIP guest needs / requests during shift briefings.
- Maintains the Daily Log Book by ensuring any unusual happenings, incidences and all important pending matters are recorded and follow through.
- Maintains sufficient stock of all supplies, such as printing materials, forms and stationeries. To initiate replenishment as and when deem necessary.
- Ensures information on restaurants, hotel facilities and other miscellaneous are updated periodically.
- Submits all guests/employees incident reports.
- Assist Guest Relations Manager to implement consistent guest recognition program and maintains a relevant guest history database.
- Spends time in Front Office areas to ensure that the Guest Relations section is managed well by the respective team member and deliver the basic standard.
- Conduct daily briefings before the start of the respective shifts. Highlight all activities for the day and ensure all Guest Relations personnel are fully informed.
- Liaises and organize with Housekeeping Department that the established cleaning schedules for VIP’s in - house and arrivals are strictly adhered to.
- Act as a representative on behalf of the Hotel Management in attending to guest requests or even public’s complaints.
- Ensures the strict control of room keys.
- Reports “Lost and Found” items.
- Ensures that Guest Relations employees work in a supportive and flexible manner with other departments, in a spirit of “Team Work”.
- To be thoroughly conversant with the Front Office computer system.
- Responds to changes in the Front Office Department function as dictated by the industry, company and hotel.
- Carries out any other reasonable duties and responsibilities as assigned

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