Administration:
Lead and coordinate all activities aimed at increasing the EGCC monthly scores and achieving the monthly Overall Satisfaction targets as well as number of enrolments.
Be fully aware of the hotel guest satisfaction program, ensuring surveys are distributed and returned in sufficient numbers to allow for accurate results.
Communicate on a regular basis the current satisfaction rating and follow up with the relevant departments on any specific areas of complaint to respond to the guest feedback collected through hotel guest satisfaction tool
Guest Service Responsibilities:
Implement procedures which enhance the guest experience
Create a positive hotel image in every interaction with internal and external guests/clients
Ensure a high standard of cleanliness is maintained throughout the lobby and Club Lounge areas at all times, inspecting on a regular basis.
Maintain guest history profiles to ensure service can be provided in line with needs, with a particular focus on return guests
Ensure Club lounge food and beverage offering is delivered in accordance with brand standards
Build and maintain positive relationships with all guests, by interacting directly on a regular basis, in order to fulfil their needs and exceed their expectations,
Ensure all guest complaints are handled in a prompt and courteous manner, any guest complaints that cannot be adequately dealt with are communicated to the Guest Relations Manager
Adhere to hotel brand standards
Coordinate activities and service in the lobby and Club Lounge in line with Brand standards
VIP Attention:
Prepare the departure ensuring all aspects are covered to ensure a smooth experience.
Ensure all departments are aware of the arrival and the necessary actions needed
Prepare personally the VIP arrival including room, amenity, transfer and greeting at hotel
Collect actively in advance all details of the VIP profiles and to update accurately and systematically the guest profile in Fidelio.
To be aware of all VIP arrivals and expected visits well in advance, with ultimate responsibility for each and every VIP stay, strictly following PPHG Guidelines for VIP arrival.
Ensure the comfort and satisfaction of VIP during their entire stay, and follow up on any requests or issues
Training and Human Resources:
Ensure that any behaviour / actions of the Guest Relations team that requires disciplinary action be correctly managed and documented according to current legislation and in liaison with Human Capital & Development
Implement strategies and incentives to retain staff, identifying any potential high performers and ensure they are given opportunities to develop
Identify training needs and implement the necessary on job training to maintain high levels of service and guest satisfaction. This is to be done in close liaison with the Training Manager
Ensure that all staff are carrying out their duties in accordance with hotel policy and department procedures and brand standard
Develop and maintain Standard Operating Procedures for the department
Maintain rosters to ensure continuity of service, whilst fulfilling needs of staff through provision of leave
Coach, counsel and provide feedback in a constructive manner to assist in the development of any non performing staff
Create and maintain a strong, cohesive Guest Relations team to ensure staff and guest satisfaction, using Human Resources as a support in this area when required
Attend meetings and training sessions as required
Prepare and administer detailed induction program for new staff
Conduct regular Performance Development Reviews on all Guest Relations personnel, using the established hotel process
