Assistant Guest Relations Manager

Front of House
Job Role:
Guest Relations Manager
ME/GCC (Except UAE)
Salary Description:
Intercontinental Hotels Group (IHG)
Job Ref:

About us
For more than 55 years, Phoenicia Hotel Beirut has welcomed guests withthe epitome of hospitality while standing proudly as a legendarylandmark of Lebanon and the Middle East. Rising above theMediterranean Sea with its distinctive towers, Phoenicia Hotel enjoysa prime location that places it only a few minutes away from thecity's vibrant downtown business and banking district, and majorshopping areas. In addition to its 446 Rooms and Suites providingthe ultimate in comfort and luxury, Phoenicia Hotel offers guests awealth of amenities including a choice of restaurants, SPA facilities,two swimming pools, a shopping arcade, conference rooms,and spacious banqueting area.
Your day to day
KEY RESPONSIBILITIESJob SummaryUnder the general direction of the Rooms Division Manager or his / her delegate, and within the limits of established IHG and local Hotel policies and Procedures, assists in managing and directing all aspects of guest relations function to achieve the highest possible guest satisfaction.Essential Duties and Responsibilities • Monitors guest relations' team to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival of guests through departure.• Supervises the guest relations team to ensure Priority Club members consistently receive all benefits, and repeat guests and other VIP's receive special recognition and service.• Inspects all VIP's rooms prior to their arrival.• Oversees the maintenance of efficient repeat guest history system.• Assists in promoting Inter-Hotel sales and in-house facilities.• Performs such functions as to include:o IA, RA and regular guest welcome letterso Solicitation of IA applicationso Attending to special requests by guests.o Development and implementation of guests' telephone contact systems.• Analyzes and controls guest relations' costs.• Schedules and attends regular Priority Club and VIP guests' cocktail parties and social engagements in an effort to further improve on service delivery.• Reviews arrival lists for all arrivals and VIPs and checks room allocations, amenities and special requests.• Prepares requisitions for amenities on a timely basis.• Maintains the entire range of services offered for the Club Floor and Club Lounge guest with the aim to maximize guest satisfaction.• Appraises appearance, discipline and efficiency of all colleagues under direct supervision and initiates immediate remedial action if necessary.• Organizes and conducts regular meetings for all Guest Relations' team to facilitate communication and smooth operation.• Encourages all Guest Relations colleagues to be fully aware of arrivals: regular, Club Floor, IA, RA and VIP guests and to use guest names at every opportunity. Also announces to all colleagues the up-selling opportunities of the day.• Checks that the Lobby Desk allocations of work are satisfactory and ensures that there is adequate staffing for the shift with strict grooming standards and a smooth operation at all times.• Demonstrates understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety.• Performs related duties and other projects as assigned.
What we need from you
REQUIRED QUALIFICATIONSEducation:Bachelor's DegreeSkills:Microsoft Office ToolsFidelio/OperaMicrosExperience:4 to 6 yearsCompetencies:Customer Service OrientationProblem-Solving/Decision MakingPlanning/OrganizingAdaptability/FlexibilityDeveloping othersDrive for ResultsTeam Orientation<br><br>${descr2}

Contact Details:
Intercontinental Hotels Group (IHG)
Tel: .
Contact: HR Department

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