Guest Relations Manager

Role Overview

Guest Relations Manager at Fa Evax Saasfaprod1. The role manages guest relations operations to deliver exceptional service to Priority Club members, VIPs, and repeat guests while driving inter-hotel sales and revenue.

Role Purpose

Lead the guest relations function to ensure consistent delivery of premium service experiences, maintain repeat guest loyalty, manage VIP recognition programs, and support hotel revenue objectives through personalized guest engagement and cross-departmental coordination.

Key Responsibilities

Guest Service & Satisfaction

• Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits.
• Ensure repeat guests and other VIPs receive special recognition and service.
• Monitor guest relations personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Attend to special requests by guests.
• Inspect all VIP rooms prior to arrival.
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests.
• Ensure staff maintains a high level of product knowledge of the hotel and the local area and knows what is happening in the hotel on a daily basis.

Priority Club & VIP Programs

• Solicit Priority Club applications.
• Monitor enrolment and correct handling and updating of Priority Club Membership in the system.
• Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagies in an effort to further improve service delivery.
• Develop and implement guest telephone contact systems for Priority Club and regular guest welcome letters.

Operations & Team Management

• Supervise Guest Relations Team to ensure a consistently high standard of customer service following InterContinental guidelines and the Standard Operating Procedures of the department.
• Ensure daily tasks and activities are completed.
• Organize and conduct regular meetings for all Guest Relations staff to facilitate communications and smooth operations.
• Oversee maintenance of an efficient repeat guest history system.

Cross-Departmental Coordination

• Inform other operational departments such as Housekeeping and F&B on matters related to arrival times, special requests, and VIP amenities set up.
• Regularly review and develop the standards of VIP amenities following guest comments.
• Promote inter-hotel sales and in-house facilities.

Financial Management & Sales

• Compile, analyze, and control guest relations costs.
• Ensure a sales attitude is adopted at all times and maintain an awareness of all sales opportunities within the hotel to maximize rooms' sales and revenue.
• Conduct show rounds to the preset standard.

Compliance & Security

• Ensure and maintain the security of information relating to customers and personnel in the hotel.
• Adhere to company credit policies to ensure that all revenue expected will be received.