Guest Relations Manager - Movenpick Kigali Rwanda

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Guest Relations Manager - Movenpick Kigali Rwanda

ACCOR

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

Guset Relations Manager - Movenpick Kigali Rwanda

BASIC FUNCTION

Under the guidance and supervision of the Rooms Division with Front Office Manager, and within the limits of the established Movenpick Kigali policies and standard, his/her responsibilities are to provide efficient, personalized, courteous and punctual service and to practice up-selling techniques. To work with a team spirit and to ensure that each guest leaves the property fully satisfied and with the wish to return back.

SCOPE

Must be thoroughly familiar with all Accor corporate and local Operational Standards and ensure they are followed. Must assist all the guests with their needs and enquiries according to our hotel standards in order to ensure guest satisfaction in the accomplishment of their objectives. Must assist in accomplish obligations and goals as outlined below:

• Ensure prompt and efficient follow up on guests' requests. Ensure communication with other departments is efficient according to hotel standards.
• Monitors timing on guest response for working orders and take actions for enhancing it.
• Shares with all departments heads performance results and works together to find solution for enhancing performances.
• Ensure that telephone standards are met.
• Supervises Guest relations and takes care personally of guests with special requests and issues.
• Conducts, daily, rooms' inspections to ensure that guests' expectations are met.
• Responsible for guest's service center and guests relationstraining and performance.
• Meets repeated guests to ensure a memorable stay throughout hotel facilities.
• Act as link between the guests and the other services to enhance the guests' recognition throughout the resort.
• Promotes throughout the departments and holds regular meetings.
• Responsible for enhancing guests feedback results in "staff responsiveness to guest's needs".
• Evaluates staff and carries out performance appraisals as required.
• Informs Guest Service Agents of all relevant hotel information, issues, promotions and service

• Conducts daily briefings and monthly meetings with Guest Service Agents.
• Takes part in hiring, counselling and dismissing of staff

• Bachelor's degree in Hospitality Management or related field (Master's degree preferred).
• Proven experience in Guest Relations Management or related roles within the hospitality industry, preferably in luxury or 5-star hotels.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with diverse teams.
• Guest service-oriented mindset - ability to handle complaints and ensure guest satisfaction.
• Proficiency in hotel management software (e.g., Opera, PMS systems).

• Internal: Works in harmony with all hotel employees, applies rules and provides best service within the limit of the established job specification
• External: All guests, suppliers/partners.
• Materials: All machinery and equipment at Front Office