Assistant Guest Relations Manager

To be thoroughly knowledgeable of all systems and procedures used in the Guest Relations Department in order that he / she can give effective supervision to the team member.

To assist in the hiring, training and supervision of all Guest Relations team member and Trainee.

To ensure staffing levels are appropriate and in accordance with the policies and to complete duty rosters.

To ensure that rooms and amenities are properly allocated for all arriving guests, and are greeted at check-in.

To ensure that arriving VIP rooms are checked by Guest Relations team member for proper set-up of amenities as well as other concerns relating to Housekeeping and Engineering.

To ensure that all Guest Relations team member use guests’ names.

To liaise with other operating departments notably Food & Beverage and Housekeeping on matters which related to the departments.

To liaise with Administration offices and Front Office management on arriving VIP guests.

To establish and maintain efficient employee relations, as well as communication within the department.

To regularly contact in-house VIP and long staying guests and to coordinate gifts when required.

To ensure guests receive prompt attention and personal recognition at lobby area.

To continue to monitor and update VIP Amenity Programme.

To assist in identifying training needs, developing formal training plans and implementing training sessions for guest-contact personal.

To oversee an efficient maintenance of repeat Guest History system and comment cards.

To promote Food and Beverage outlets and inter hotel sales.

To oversee requisitions for guest amenities and supplies.

To maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of all Guest Relations personnel.

To handle guest complains and when needed to inform senior management of special guests’ problems.

To hold regular briefings with team member and advise them of all information involving them.

To be prepared to undertake extraordinary functions as required by Management.

To be familiar with “OnQ” computer system including: Reservations, Front Desk, Guest History and Cashier.

To ensure all important guests are made known to concerning departments by reports.

To oversee the operation of the Gift Shop and ensuring maximum revenue to his/her ability and to suggest ways to make improvements.