Guest Relations Supervisor
Intercontinental Jordan Hotel is hiring a Guest Relation Supervisor
Job Overview
Under the general direction of the Front Office Manager and within the limits of established InterContinental Hotels Group and local policies and procedures, oversees and directs all aspects of the guest relations function to achieve the highest possible guest satisfaction to current and future VIPs. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand ethos.
At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:
· Be charming by being approachable, having confidence and showing respect.
· Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
· Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.
Duties and Responsibilities
Key Responsibilities
-Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
-Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
-Inspects all VIP rooms prior to arrival
-Oversee maintenance of efficient repeat guest history system
-Promote Inter-Hotel sales and in-house facilities
Perform such functions as to include:
o Priority Club and regular guest welcome letters
o Solicitation of Priority Club applications
o Attending to special requests by guests
o Develop and implement guest telephone contact systems
-Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery
– Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
-Prepare requisitions for amenities on a timely basis
-Overall responsible for ensuring and maintaining the entire range of services offered for the Club Floor and Club Lounge with the aim to maximum guest satisfaction
– Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
-Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations
Customer Service
-Demonstrate service attributes in accordance with industry expectations and company standards including:
-Being attentive to Guests
-Accurately and promptly fulfilling Guests requests
-Anticipate Guests needs
-Maintain a high level of knowledge which affects the Guest experience
-Demonstrating a ‘service’ attitude
-Taking appropriate action to resolve guest complaints
-Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers
Health, Safety and Security
-Demonstrate understanding and awareness of all company policies and procedures relating to Health, Hygiene and Fire Life Safety and ensure your direct reports do the same-
Familiarize yourself with emergency and evacuation procedures
-Ensure all security incidents, accidents and near misses are logged investigated and rectified to prevent future catastrophes
-Comply with the Company’s Corporate Code of Conduct
-Familiarize yourself with the company values and model desired behaviors
-Perform tasks as directed by the Manager in pursuit of the achievement of business goals
What we need from you
Minimum 2 years relevant experience in 5 stars hotel
English / Arabic Language proficiency
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