Guest Relations Officer

Raffles Hotels & Resorts

Job Description

• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Ensure all members consistently receive all benefits, and repeat guests and other VIP s receive special recognition and service
• Meet and greet VIP guests personally
• Liaise closely with Concierge, Butler and Raffles Club for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
• Maintain close contact with Airport Concierge for new arrivals and departures
• Update and maintain repeat guest history system
• Promote Inter-Hotel sales and in-house facilities
• Send prepared welcome cards and amenities to room prior to guest arrival
• Attend to special requests by guests
• Handle guest complaints and refer them as necessary, follow up on corrective action
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
• Prepare requisitions for amenities on a timely basis
• Participate in regular meetings for all Guest Relations team members, Butlers and Raffles Club staff to facilitate communications and smooth operations
• Adhere to OH&S policies and procedures
• Performs related duties and special projects assigned
  
  

Qualifications

• Degree from School for Tourism & Hotel Management
  
  

PERSONAL ATTRIBUTES

• Oral and written fluency in English, fluency in Russian language is an advantage
• Able to develop rapport with colleagues and management staff
• Ability to work cohesively with co-workers as part of a multi-cultural team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with guests and patrons
• Able to exercise good judgment with difficult guests