Guest Relations Manager
 
JOB TITLE: Guest Relations Manager
EMPLOYER: Boulevard Hotel Company LLC DUTY STATION: Azerbaijan
PUBLISHED: 2017-10-12 LAST UPDATED: N/A DEADLINE: 2017-11-11

Department:  Front office

Position:  Guest Relations Manager

Employer: Boulevard Hotel Company LLC

Address: Baku, Azerbaijan, Khagani Rustamov street 4 C

Web: www.boulevardhotelbaku.com

Job Brief:

Guest Relations Manager play a crucial role in creating a good will amongst the visitors by providing excellent services to its customers. Thus, he is responsible for making the stay of his customers pleasant and comfortable and taking care that all the issues have been solved promptly, so as to ensure better customer satisfaction.

Summary of Responsibilities:

Reporting to the Rooms Division Manager, responsibilities and essential job functions include but are not limited to the following:
 
• Ensure that all Front Office Standards Operating policies and procedures are adhered
• Ensure procedures are being met or exceeded on a daily basis for all loyalty/VIP Guests
• Coordinate the arrival, stay and departure experience to ensure a seamless experience
• Liaise with all key departments to gather the correct information
• Communicate relevant information and special requirements to all departments to ensure the expectations of all loyalty and VIP guests are exceeded
• Inform clients of hotel service, including breakfast and dining options
• Actively listen and resolve complains
• Analyze customer feedback from hotel guests book and online reviews and suggest ways to improve ratings
• Establish friendly relationship with regular hotel clients ( obtain their email address for future relationship )
• Be in charge of the return guest program ( hotel satisfaction survey )
• Update profile of the guests ( Positive, Negative ) according to guest comments in Guest satisfaction survey  
• To adjust own schedule in order to maximize her/his visibility when most needed
• Work directly with the Front Office operation to ensure a seamless experience
• Create Daily and Weekly reports highlighting the upcoming arrivals and in house Guests
• Review arrivals for the next ten days on a daily basis
• Coordinate with the Front Office and Housekeeping to ensure preferences are consistently met
• Assist VIP and high profile loyalty guests with preparation of activity itineraries and ground transportation when applicable
• Ensure Front Office and Accounting colleagues are aware of special billing arrangements
• Perform pre-arrival communication to VIP and loyalty guests when necessary to ensure the correct information is obtained
• Contact guests during their stay and assist with any needs that arise
• Review all loyalty/VIP guest incidents and ensure proper follow up is completed with the relevant departments.
• Assume Manager On Duty shifts when needed

Qualification:

• Written, spoken and reading proficiency in Azeri, English & Russian language.
• At least 2 years Hotel Experience as guest Relation/Service Manager, with Opera knowledge.
• Strong Managerial skills
• Ability to execute the tasks of the Guest Services
• Strong interpersonal relationships
• Trust and respect with employees
• Embrace philosophy
• Culture Awareness.

Interested Candidates, please send your CV with subject “Guest Relation Manager” to boulevard.careers@absheronhotelgroup.com  until October 31, 2018

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