GUEST RELATIONS MANAGER Four Seasons Hotel

GUEST RELATIONS MANAGER Four Seasons Hotel Rabat Kasr Al Bahr, Morocco

About Four Seasons Hotels and Resorts:

Four Seasons Hotels and Resorts is a global, luxury hospitality company. We manage over 100 hotels and resorts and 44 private residences in 45 countries around the world and growing. At Four Seasons, we are powered by people and our culture enables everything we do.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About Four Seasons Hotel Rabat Kasr Al Bahr, Morocco:

This incredible hotel located in the capital of Morocco sits on 15 acres and consists of 13 buildings for accommodation, restaurants, lobby, located within lush gardens, in and outdoor pools and overlooking the Atlantic Ocean.

Responsibilities

- Key Duties:

To assist with the smooth and efficient operation of the main lobby and to provide all guests entering the hotel with a warm welcome and help as appropriate.

To act as liaison officer between Reception, Concierge and the Assistant/Duty Managers in all matters related to guests checking in and/or checking out, as well as ensuring maximum follow-up during their stay.

To achieve maximum sales and guest satisfaction by adhering to the standards of service required in accordance with the hotel s policies, procedures, and objectives.

To act as the main point of contact for all high-level VIP guests from pre arrival to post departure.

- Operational:

To compose and issue the VIP email daily.

To assign amenities daily to all arriving VIP / return guests and always ensure coordination with Room Service.

To ensure a welcome card is prepared by the GM, HM or DOR for every VIP / return guest.

To carry out daily courtesy calls to VIPs / return guests.

To ensure that the guest profile record is always up to date.

To compile a monthly report of Medallia survey received and communicate it to the relevant parties.

To maintain, regularly update and communicate the VIP amenity and return guest amenity program.

To maintain, regularly update and communicate the long stay amenity program.

When based in the lobby, to welcome all incoming guests and visitors and direct them according to their needs.

To meet and escort all arriving VIP guests to their rooms, ensuring that their needs are met, their luggage swiftly sent to their rooms and that they are checked-in in a courteous efficient manner without delay.

To ensure that all incoming reservations for the day match the necessary accommodation and that all VIP guest rooms are blocked.

To ensure all guest special requests are registered and distributed to relevant departments. When needed, rooms are placed in Do Not Move due to special extensive setups as per guests' request.

In coordination with the Assistant/Duty Managers, to ensure that VIP accommodation is checked prior to the arrival of the guest for readiness and amenity delivery.

To give immediate feedback to relevant HOD s on any not met costumer service standards applicable.

To resolve all complaints brought to his/her attention.

To assist the reception during peak/meal periods.

To ensure all MOB APP guests are having in room check in.

To ensure that all FS messenger messages replied within 90 seconds before escalation.

To conduct random checks on guest profiles to ensure its updated properly also to monitor profile completion score.

To ensure through effective communication that all Front Office services (including Reception, Concierge and

Guest Services) are always available and are carried out with the utmost efficiency and courtesy as per the

Departmental SOP Manual and to report any shortcomings and to recommend appropriate action to the DOR.

Where appropriate to refer duties requested by guests to relevant departments and ensure follow-up.

To carry out Duty Manager shifts when needed.

To be fully conversant with all Hotel, Fire and Emergency procedures and bomb threat procedures.

Answer any of the telephone lines ringing in the back office.

To Assist the FOM/DOR in day-to-day operational matters.

To assist FOM/DOR in day-to-day administrative matters.

Assisting with shifts rotation (day and night) on a weekly basis.

To ensure that all incoming and outgoing mail is handled correctly and speedily.

To ensure that all FS chats directed to Guest Relations are handled within the standard time frame.