Guest Relations Manager

YOUR DAY-TO-DAY
People
•    Direct/Manage everyday activity, plan and assign work ensuring you always have the right staffing numbers
•    Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues
•    Train colleagues to make sure they deliver with compliance and to the standards we expect
•    Drive a great working environment for teams to thrive - linking up departments to create sense of one team
•    Promote teamwork and quality service through daily communication and coordination with other departments
•    Recommend or initiate any HR related actions where needed
•    Appraise appearance, discipline and efficiency of all staffs under direct supervision and initiate immediate remedial action if necessary
•    Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communication and smooth operation
•    Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures    Financial 
•    Help create the department’s annual budget and the setting of departmental goals
•    Monitor budget and control expenses with a focus on labour costs
•    Compile, analyse and control guest relations’ costs
Guest Experience
•    Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
•    Monitor guest relations’ personnel to ensure IHG Reward Club members, repeat guests and other VIPs consistently receive all benefits, special recognition and service
•    Inspects all VIP rooms prior to arrival
•    Greet VIP guests personally
•    Prepare IHG Reward Club and regular guest welcome letters
•    Solicitation of IHG Reward Club applications
•    Pay attention to special requests by guests
•    Develop and implement guest telephone contact systems
•    Handle guest complaints and refer them as necessary, follow- up on corrective action
•    Schedule and attend regular IHG Reward Club training courses and VIP guest cocktail parties and social engagement in an effort to further improvement on service delivery
•    Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
•    Prepare requisitions for amenities on a timely basis