About this role
Guest Relations Manager (Saudi National)
Job Description
THE POSITION
- To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.
KEY ROLES & RESPONSIBILITIES
- Live and project the goal, philosophy, vision, mission and core values of the company.
- Adheres to company grooming standards at all time.
- Is a continual source of information, help and assistance to all guests.
- Prepares the weekly duty rosters.
- Supervise Guest Relation Officers.
- Keeps the immediate manager fully informed of all problems or unusual matters of significance. Communicates and liaises at all times with line manager.
- Maintains Transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
- Conduct house tours / site inspection and special room drops for VIP’s.
- Escorts all arriving guests to their respective suites.
- Escorts external guests to their destination.
- Escorts departing guests to their means of transport.
- Checked all VIP rooms prior to arrival and ensure that the correct standard (allocations, amenities and special requests) is maintained.
- Greet all residence guests personally.
- Promote Inter-Hotel sales and in-house facilities.
- Handle guest complaints and feedback according to Sofitel standards ensuring necessary actions, follow up and recording are done.
- Completes the departure list for the following day – contact VIP guests for any necessary arrangements.
- Renders maximum guest satisfaction through pers