Assistant Guest Relations Manager

QUALIFICATION
EDUCATION BACKGROUND, CERTIFICATE/LICENSING
High School, Vocational certificate or Bachelor degree in any field.
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PROFESSIONAL EXPERIENCES
At least 2 years in Front Office Department in hotels

GENERAL MISSION
- Assists Front Office Manager in running the daily operations in connection to guest relations.

RESPONSIBILITIES AND MEANS
- Ensure and provide flawless, professional and high class guest service experiences
- Respond to guests needs and anticipate their unstated ones
- Expect and react promptly to guests- requirements and inquires
- Actively listen and resolve guests- complaints in accordance to Mercure Quality Guarantee standards
- Oversee and coordinate all arrivals and departures of special guests (VIPs, Le Club Members)
- In charge of Le Club loyalty program, benefits including My Resort benefits for eligible guests
- Act as a host described in My Resort benefits
- Coordinate and manage communication between guests and different departments- staff and follow up to ensure complete service recovery
- Promote all amenities, conveniences and programs offered
- Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
- Produce reports required by the Front Office manager
- Examine activities logbook, assign tasks appropriately and implement control schedule daily
- Attends any training required
- Performs efficiently all duties required in any section of the Front Office department.
- Use supervisory skills effectively to encourage and motivate front office attendant and bell staff.
- To contribute to overall operational efficiency by performing other relevant duties as assigned.