Skelmore Hospitality Partners Hiring for Guest Relations Manager at United Arab Emirates

Primary Responsibilities
To oversee the duties of the hostess & reservations team by monitoring the expected bookings. To make sure that the guests are being welcomed and greeted in an appropriate manner and that their registration and check in procedures have been carried out in a warm and friendly manner
Must work in collaboration with the Asst. Manager (CRM) for group reservations and assign tables in the restaurant and the lounge.
Must use seven rooms reservations system to assign tables in the restaurant and the lounge.
To see that the staff members are handling the special needs of the guests like providing vehicle valet service, causing minimum disturbance, making arrangements for luggage collection as well as storage, ensuring that messages for guests have been promptly conveyed, to note down the complaints of the guests, etc.
To make sure that the guests follow the rules and regulations, to take care that the telephone calls have been handled properly, to provide additional information to the guests about the tourist spots, and to ensure that the check-out procedures of the guests are executed in a friendly manner
To post all the relevant charges to the appropriate account, to provide the itemized bills to the guests, and make sure that they are delivered promptly and are accurate
To generate accounts that are in accordance with the needs and ensuring adherence with the department’s policies
To maximize the sales by providing the guests with additional information regarding its products and services, and to make sure that the guests are satisfied, so that they will be tempted to visit again, thus ensuring better business
Promote all amenities, conveniences and programs offered
Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
Appraise team’s performance and produce reports
Communicate with supervisors or management on any issue related to the guests
Handle all cases related to guest courteously and professionally
Manage and train the Hostess team. Schedule their rosters and assign daily duties.
Notify Operations/Lounge Manager/Executive Chef of unusual incidents.
Schedule reservation for guests both in person and over the phone
Managing, coaching and uplifting the Front door/Hostess team.
Ensure that accurate records are maintained of all group reservations and filed in accordance with the company policy and procedures.
Managing, coaching and uplifting the Front door/Hostess team.
Planning & Organizing
Understand and perform all standards, policies and procedures relating to restaurant reservations, events and general guest services.
Maintain proper record and storage of guest’s business cards and update the same in the seven rooms system.
Administer the needs for host/hostess and reception desk.
Plan & organize individual and group reservations in an immaculate manner to ensure that everything goes smoothly.

Requirements

Qualifications and Skills
Minimum Bachelor’s degree (in Management/PR will be preferred)
2-3 years of experience in Reservations & Service. Must know seven rooms
Articulate planning & organizing skills.
Excellent Communication skills
People Skills – cultural awareness and the ability to liaise with different nationalities
Time management – Ability to coordinate self and the entire team.
Creativity – must be able to Think out of the Box and be resourceful.
High level of IT skills.
Proven working experience as guest relations manager
Working experience in hospitality
Adequate knowledge of personalized services principles and processes
Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
Familiarity with industry’s latest trends
Hands on experience with guest relationship management software
Proficiency in English, multilingualism will be considered an asset
Guest service orientation and drive
Excellent problem resolution skills along with outstanding communication and active listening skills
Ability to work flexible hours
Highly responsible and reliable with a professional presentation
BS degree in hospitality management, business administration or related field

What We Offer

Health Insurance
Visa
Paid Annual Leaves
Maternity and Paternity Leaves
Housing Allowance