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Job Description
Roles & Responsibilities
The Guest Relations Officer is an iconic symbol of Kempinski and in essence acts as the Hotel Ambassador. As an extended arm of the General Manager, the Guest Relations Officer welcomes, meets and farewells hotel guests and is responsible for the communication with all guests, providing the highest quality service standards. The Guest Relations Officer is empowered to take immediate decisions in respect to guest well-being.
Communicate the hotel & company philosophy and act as an internal hotel representative.
Possess in-depth knowledge of the hotel and the geographical layout of the city/surroundings.
Stay informed about all VIPs in-house, hotel functions, and special events.
Collect guest feedback and VIP information daily (via Opera PMS, Google, briefings, etc.), distribute it to relevant departments, and update guest profiles accordingly.
Welcome, facilitate, and bid farewell to as many guests as possible.
Ensure all Top VIPs are welcomed upon arrival, escorted to their room, and farewelled upon departure.
Liaise with FOM and GM to prepare tailor-made itineraries for Top VIPs and coordinate VIP greetings and departures in advance.
Collect detailed guest stay information to enrich guest history records.
Welcome visitors to the hotel and assist with general information, internal promotions, and directions.
Handle guest complaints and requests politely and efficiently, giving further instructions to relevant staff if needed, to ensure optimal guest satisfaction.
Maintain records of all complaints and requests, ensure proper follow-up, and inform the concerned operating departments.
Perform special projects and related duties as assigned.
Walk throughout the hotel, recognizing guests and engaging with them appropriately.
Attend and participate in daily briefings.
Report potential and existing hazards and ensure they are rectified immediately.
Provide information to all guests regarding hotel services and internal promotions.
Keep Senior Management informed of any unusual circumstances that might affect guest service and expectations.
Take decisions on upgrades, complimentary services, rebates, etc., as per hotel policies and procedures.
Participate in training programmes.
Possess in-depth knowledge of the hotel and the geographical layout of the city/surroundings.
Stay informed about all VIPs in-house, hotel functions, and special events.
Collect guest feedback and VIP information daily (via Opera PMS, Google, briefings, etc.), distribute it to relevant departments, and update guest profiles accordingly.
Welcome, facilitate, and bid farewell to as many guests as possible.
Ensure all Top VIPs are welcomed upon arrival, escorted to their room, and farewelled upon departure.
Liaise with FOM and GM to prepare tailor-made itineraries for Top VIPs and coordinate VIP greetings and departures in advance.
Collect detailed guest stay information to enrich guest history records.
Welcome visitors to the hotel and assist with general information, internal promotions, and directions.
Handle guest complaints and requests politely and efficiently, giving further instructions to relevant staff if needed, to ensure optimal guest satisfaction.
Maintain records of all complaints and requests, ensure proper follow-up, and inform the concerned operating departments.
Perform special projects and related duties as assigned.
Walk throughout the hotel, recognizing guests and engaging with them appropriately.
Attend and participate in daily briefings.
Report potential and existing hazards and ensure they are rectified immediately.
Provide information to all guests regarding hotel services and internal promotions.
Keep Senior Management informed of any unusual circumstances that might affect guest service and expectations.
Take decisions on upgrades, complimentary services, rebates, etc., as per hotel policies and procedures.
Participate in training programmes.
Desired Candidate Profile
EDUCATION:
- Hotel Apprenticeship, Higher College Education
EXPERIENCE: To fill the position, one of the following is required:
- Minimum of 3 years experience in a Manager level position in Front Office or Guest Relations preferably in an international five star hotel
- Food & Beverage and Sales experience is a plus
LANGUAGE: Ability to work and communicate in a multinational environment:
- Local language excellent oral and written skills (as applicable)
- English excellent oral and written skills
- Additional language - beneficial
COMPETENCIES: Include the skills the candidate must have to fill this position
- Supervisory skills
- Luxury Hotel Experiences
- Good Communication skills
- Knowledge of hotel operations & Computer systems
- General knowledge of tourist and business related information
- Knowledge of hotel products and services
- Knowledge of VIP welcoming protocol
TECHNICAL COMPETENCIES: Computer literacy adapted to the field of training:
- Proficiency in Microsoft Office (Word, Excel and PowerPoint)
- Advanced knowledge of Opera
- Basic knowledge of Micros
INDIVIDUAL CHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:
- People Oriented
- Passionate for European luxury
- Entrepreneurial
- Straightforward
- flexible
- Self contained
- Motivated
- Pro-active
- Organized
- Responsible
- Patient
- Customer Service Orientation
- Cross Cultural Sensitive
- Teamwork / Cooperation minded
- Quality oriented
- Courteous
- Friendly and caring
- Natural sense for luxury
- Hotel Apprenticeship, Higher College Education
EXPERIENCE: To fill the position, one of the following is required:
- Minimum of 3 years experience in a Manager level position in Front Office or Guest Relations preferably in an international five star hotel
- Food & Beverage and Sales experience is a plus
LANGUAGE: Ability to work and communicate in a multinational environment:
- Local language excellent oral and written skills (as applicable)
- English excellent oral and written skills
- Additional language - beneficial
COMPETENCIES: Include the skills the candidate must have to fill this position
- Supervisory skills
- Luxury Hotel Experiences
- Good Communication skills
- Knowledge of hotel operations & Computer systems
- General knowledge of tourist and business related information
- Knowledge of hotel products and services
- Knowledge of VIP welcoming protocol
TECHNICAL COMPETENCIES: Computer literacy adapted to the field of training:
- Proficiency in Microsoft Office (Word, Excel and PowerPoint)
- Advanced knowledge of Opera
- Basic knowledge of Micros
INDIVIDUAL CHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:
- People Oriented
- Passionate for European luxury
- Entrepreneurial
- Straightforward
- flexible
- Self contained
- Motivated
- Pro-active
- Organized
- Responsible
- Patient
- Customer Service Orientation
- Cross Cultural Sensitive
- Teamwork / Cooperation minded
- Quality oriented
- Courteous
- Friendly and caring
- Natural sense for luxury
Company Industry
- Hotels
- Hospitality
Department / Functional Area
- Chefs
- F&B
- Housekeeping
- Front Desk
Keywords
- Guest Relations Officer
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