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Guest Relations Manager

Kempinski Hotel

4 - 5 years Dubai - United Arab Emirates

Any Graduation. Any Nationality

, Posted on May 4, 2018 1 Opening

Job Description

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Guest Relations Manager
The Guest Relations Manager is responsible for providing the highest professional services in
accordance with Kempinski s policies, procedures and service standards. He/She acts as a representative of the hotel management and handles all guest relation matters to the highest satisfaction of the guest.
Emerald Palace Kempinski Dubai / Kempinski Hotel & Residences Palm Jumeirah
An impressive 100,000 square meters, the Emerald Palace Kempinski Dubai comprises 347 luxuriously appointed rooms, of which 36 are exquisitely spacious suites. Surrounded by pristinely landscaped tropical gardens are eight highly appointed royal villas with stunning views of the Palm Lagoon. The hotel s wide variety of international restaurants, boutique mall and cinema provide ample dining and entertainment attractions. With its opening in 2018, the hotel s classical design will complement the Kempinski Residences and Hotel Apartments Palm Jumeirah, which has been developed in the same architectural style and is located on the adjacent plot.
Key Responsibilities:
• Have an in-depth knowledge of the hotel and the geographical
layout of the city / surroundings.
• Be knowledgeable about all VIPs in-house, hotel functions
and special events.
• Collect as much feedback information on VIPs as possible (on
daily basis) by checking e.g. Google, Opera PMS company wide, briefs and
distribute this information within the hotel to all relevant departments by
e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information
is updated in the guest profile.
• Welcome, facilitate and bid farewell to as many guests as
• Top VIPs MUST be welcomed upon arrival, escorted to their
room and bid farewell upon departure.
• Liaise with FOM, to prepare tailor made guest itinerary for
Top VIP s when appropriate and coordinate VIP greetings and departures ahead
of time.
• Obtain as much information about a guest s stay to be
entered in the guest history.
• Welcome visitors to the hotel, assist with general
information, internal promotions and directions.
• Handle guest complaints and requests in a polite and
efficient manner, give further instructions to the relevant staff if needed to
ensure optimal guest satisfaction.
• Maintain a record of all complaints and requests, follow up
and inform concerned operating departments.
• Perform special projects and related duties as assigned.
• Walk throughout the hotel recognizing guests and engage with
them appropriately.
• Attend & participate in daily briefings as scheduled.
• Report potential and existing hazards and rectified
• Provide information to all guests regarding the services and
possible internal promotions of the hotel.

Industry Type : Hotels / Hospitality
Functional Area : Chefs / F&B / Housekeeping / Front Desk

Desired Candidate Profile

* Desired Skills & Qualifications:
• Higher College Education
• Bachelor Degree of benefit
• Minimum of 4 years' experience in a Manager level position in
Front Office or Guest Relations preferably in an international luxury five star hotel
• Food & Beverage and Sales experience is a plus
• English excellent oral and written skills
• Additional language(s) - beneficial
• Proficiency in Microsoft Office (Word, Excel and PowerPoint)
• Excellent knowledge of Opera
• Basic knowledge of Micros
• Highly quality and details oriented
About Kempinski
Hoteliers since 1897, we have traveled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage. We are dedicated to please and educated to entertain. We never compromise on the European elegance of
service and this, blended with our cultural empathy, allows us to deliver incredible experiences in truly original destinations. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realise their full potential.
Embrace an experience as individual as you are


Front office Hotel management Service Luxury English Policies MS Office Word professional services guest satisfaction Guest relations

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Kempinski Hotel

Beginning its journey in 1897, Kempinski Hotels is Europe’s oldest luxury hotel group. Headquartered in Geneva, the group has a wide collection of distinguished properties all over the world including the UAE (Dubai, Ajman, and Abu Dhabi), Qatar, Saudi Arabia, Egypt, Germany, Indonesia, China, Austria, Thailand, Turkey, and other locations. Each year, Kempinski keeps adding new destinations in the Middle East, Asia, Africa and Europe. Moreover, Kempinski Hotels owns and operates a broad international portfolio of more than 70 Hotels, luxury resorts, business and Spa hotels reflecting the finest and mesmerizing traditions of European hospitality.

The group believes its success completely relies on its diversified team of dedicated and experienced professionals. Kempinski provides numerous exciting and rewarding career opportunities and other benefits such as People Training and Talent Development Programs to ensure a great learning process for its people. It employs over 22,500 employees in more than 30 countries, with an average of 4 million guests every year. The Hotel Group believes that its corporate social responsibilities extend beyond its guests and employees into the communities where it operates.

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