IHG Guest Relation Manager - InterContinental Phu Quoc Long Beach Resort in Phu Quoc, Vietnam

Description:

FINANCIAL RETURNS

·

Demonstrate a thorough

understanding of all facilities and services provided within the resort and

identify opportunities for up-selling and promoting when appropriate

·

Maintain friendly rapport with

guests in order to ensure their goodwill and repeat business

·

Set targets for the team

members in enrolling, upselling rooms and hotel products and services

·

Drive monthly room upselling

target

PEOPLE

·

Create SOPs and training plan

of the Guest Relation team

·

Ensure that Guest Relation personals are effectively trained in order to

meet and exceed the guest expectation of services, maintain and increase the

quality of standards and services

·

Manage guest relations team to

ensure to comply with all standards and operating procedures

·

Create Guest Relations

Checklist and ensure consistent operational delivery in day-to-day basis

·

Examine daily duties, assign

tasks and check on progress

·

Controlling, monitoring and

ensuring completion of daily Guest Relations duties

·

Be able to motivate team and

drive for results on Guest Satisfaction (Heartbeat and other guest feedback

platform such as Tripadvisor), Employee Engagement, Room upselling targets

·

Contribute on analysing

customer feedback from Heartbeat and online reviews and suggest ways to improve

ratings for QCI meetings

·

Maintain staffing levels to

meet business demands

·

Appraise team’s performance and

produce regular reports

·

Maintain good communication and work relationships in all resort areas

·

Create good working environment

inside the team and at the working place

·

Attend & participate in

daily briefings as scheduled

·

Perform special projects and

related duties as assigned

GUEST EXPERIENCE

·

Provide upscale guest service

experiences for guests throughout their stay

·

Review arrival lists for all

arrivals and VIP’s to coordinate with RAM to check room allocations, amenities

and special requests

·

Preview VIPs next day arrivals,

ensuring that those with special requests and those accorded special status by

resort are highlighted and fully briefed to Management and necessary related

functions are actions

·

Ensure that all repeat guests

are accorded personalized service recognize and welcome

·

Ensure special guests, like

disabled people, elderly, children and VIPs, receive personalized services

·

Monitor daily VIPs/IHG Rewards

Club/InterContinental Ambassador bookings and ensure assigned rooms are

prepared prior to check-in

·

Top VIPs MUST be welcomed upon

arrival, escorted to their room and bid farewell upon departure

·

Seek verbal feedback from guests

on a regular basis and respond to all Guest queries in a timely and efficient

manner

·

Handle guest’s complaints or

requests and liaise with the department concerned to ensure immediate follow up,

give further instructions to the relevant staff if needed to ensure optimal

guest satisfaction.

·

Obtain as much information

about a guest’s stay to be entered in the guest history

·

Walk throughout the hotel

recognizing guests and engage with them appropriately

·

Take decisions on upgrades /

comps / rebates etc. as per stipulated hotel policies and procedures

RESPONSIBLE BUSINESS

·

Ensure the Guest Services areas

are maintained in excellent condition and cleanliness. Monitors maintenance

requests procedures and regularly inspects guest rooms, corridors, lobby,

public toilets, etc. to ensure proper maintenance and cleanliness

·

Values good grooming, personal

hygiene, and complies with hotel’s health and safety

·

Act in accordance with policies

and procedures when working with front of house equipment and property

management systems

·

Be responsible in keeping our

property safe and secure, to participate in any hotel activity related to Fire

Life safety

·

Report potential and existing

hazards and rectified immediately

·

Participate in training

programmes

·

Inventory working equipment and

stationaries ensuring smart usage and reducing waste and costs

Qualifications

Required Skills:

§ Communication skills are utilized a significant amount of time when

interacting with others; demonstrated ability to interact with customers,

employees and third parties that reflects highly on the hotel, the brand and

the Company

§ Able to read and write English

§ Proficient in the use of Microsoft Office and Front Office System

§ Ability to speak third language is a privilege

Qualifications: Diploma or Vocational

Certificate in Hotel Administration, Hotel Management or equivalent

Experience: 1-2

years’ experience in front office / guest services operations / customer

service, or an equivalent combination of education and experience.

Job: Front Office Management

Location: Vietnam-Phu Quoc

Requisition ID: ICPQ0148