Guest Relation Manager
- Black River
- Not disclosed
- Permanent
- Added 29/12/2016
- Closing 15/01/2017
Handle all the administrative part of the department and provide services to Guests by meeting, greeting, assisting them as per standards
- Assists superior / HR in conducting selection, recruitment and promotion of respective team members
- Conduct Performance Appraisal and identify necessary training measures of respective team members
- Together with HR develop and implement formal training plans for the Department
- Identify departmental trainers, assign training responsibilities and meet with departmental trainers monthly
- Makes recommendations to Superior on team members’ matters and promotions
- Ensure that discipline prevails within the team and communicates any disciplinary issues to Superior / HR Manager
- Act as a coach
- Ensure that on the job training is conducted on a regular basis
- Coordinate & supervise activities in his/her department.
- Ensure Guests’ / Repeaters’ satisfaction at all times and be totally aware of their preferences
- Ensure that respective team projects a warm, professional and welcome image
- Handle and monitor of guests complaints and the relevant follow up action required
- Establish and maintain effective interpersonal relations and takes active interest in the welfare, safety & development of TM
- Interact regularly with guest to obtain feedbacks for improvement
- Handle and monitor guests complaints and the relevant follow up
- Accompany Guests in their room & conduct hotel visit
- Draft memos & letters to be placed in rooms
- Ensure that guests are welcomed and all check in procedures are followed
- Ensure that hotel visits are conducted efficiently and effectively
- Manage Roster
- Set the annual operating budget in collaboration with superior and ensures that it is strictly adhered to and managed on a monthly basis
- Establish cost management plan
- Encourage and perform upselling
- Ensure that there is a proper planning and control of annual leaves for the department
- Ensure respective TMs are operating as per Quality Management System
- Ensure respective TMs are operating as per S&H regulations and policies
- Maintain good housekeeping in his / her Department
- Liaise with all those concerned for organising special events
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