Provides leadership, direction, supervision and motivation to the Guest Relations team, as per standards
- Take part in training and implement accordingly
- Conduct and ensure that employees receive adequate and satisfactory on-the-job training
- Keep his superior informed about all unusual matters concerning any plans affecting his/her area
- Ensure that discipline prevails within the team and communicates any disciplinary issues to Superior / HR Manager
- Play an active role in the team and ensure smooth and satisfactory hand-over between shifts
- Assist in the building of an efficient team by taking interest in their welfare, safety and development
- Coordinate & supervise activities to ensure optimum care and assistance to guests
- Establish and maintain effective employee relations
- Ensure high level of quality services are delivered to guests at all times
- Handling and monitoring of guests complaints and the relevant follow up action required
- Accompany Guests in their room & conduct hotel visit with Guests
- Provide explanations to Guests with regard to room amenities and equipment
- Conduct efficiently and effectively hotel visits
- Draft memos & invitation letter and same should be vet by the RDM & GM before being placed in rooms
- Welcome guests or groups and accompanies to rooms
- Ensure that guests are welcome, assisted to fill in the registration form and explained to them the contents of their package
- Assist his superior in ensuring a proper manning during the shift
- Assist his superior in managing the budget efficiently and effectively
- Ensure that postings are done accordingly
- Perform upselling
- Ensure all team members of his/her department are carrying out their respective duties effectively and efficiently
- Establish all quality procedures in collaboration with the quality manager and ensure the follow-up
- Keeping the Superior informed about all unusual matters concerning any plans affecting his/her area
- Play an active role in the FO team and ensure smooth and satisfactory hand-over between shifts
- Liaise with all those concerned for organising special events
- Play an active role in the GR team and ensure smooth and satisfactory hand-over between shifts
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