Conrad Maldives (Hilton) is looking for a
Guest Relation Manager.
In this role, you assist the Assistant front office manager with running the front office operations in a smooth, professional manner by providing guests and team members with excellent and warm hospitality at all times, ensuring guest expectations are exceeded with total guest satisfaction, ensure compliance with established policies and practices of Conrad.
What will you be doing? As the Guest Relation Manager, you will be responsible for performing the following tasks to the highest standards:
Profitability:
- Develops an operational strategy that is aligned with brand's business strategy and lead its execution
- Facilitate the preparation of hotel budgets and forecasts for corporate submission and approvals
- Ensure capital expenditure funds are being used to address the priorities outlined in service strategy
- Ensure accurate forecasting, predicting potential highs and lows in business and initiate necessary changes, analyses variance and initiate appropriate action plan
Front Office Operation:
- Be knowledgeable of all system and procedures used in Front Office Department
- Be familiar with the resort room categories, amenities facilities, outlets and promotions and actively promote to guests
- Provide timely and informative end-to-end guest contact as a representative from Front Office to all arrival guests to assist with any queries as well as post-departure follow up
- Ensure top 100 repeater guests are followed up on pre-arrival via e-mail on all request prior to arrival, follow up while guest are on the resort on all request are being met and post-departure follow ups
- In conjunction with Marcom, maintain quarterly contact with top 100 customers
- Ensure all Hilton Honors guests are recognized as their relevant H Honor status and provided the relevant benefits and amenities, with a special focus on VIP Gold and Diamond member
- Oversee an effective maintenance and recording of all guest preferences in CRM tool and ensure these preferences are communicated as necessary
- Liaise with the Executive office, Front office, Housekeeping and Engineering on arrival VIP and H Honors guests
- Facilitate amenities and room checks for VIP guests; coordinate with relevant department to ensure accuracy and timely delivery of each amenity, and ensure arrival guest rooms have a final quality check by Guest Relation team member
- Respond to all guest comments, observations and complaints in a timely and professional manner ensuring total service recovery is completed and guest satisfaction is accomplished
- Provide follow up contact to in-house VIP long staying guests and coordinate gifts or further assistance when required
- Ensure guests receive prompt attention and personal recognition within the resort
- Follow up with GSAs to ensure all guests are being assisted with restaurant and excursion booking requests
- Handle guest complaints and when required inform, senior management of special guests concern
- Hold daily briefings with team members and advise them of all information involving them
- Conduct monthly communication meetings with team members to ensure all targets and goal are met
- Establish and maintain efficient team member relation
- Ensure communication within the department and other relevant departments is clear, consistent and timely
- Assist in hiring, training and supervision of all Guest Relation team members
- Ensure duty roster and staffing levels are appropriate and in accordance with set policies
- Assist in identifying training needs, developing formal training plans and implementing training sessions for guest-contact team members
- Continue to monitor and update VIP amenity program to ensure quality and cost are at an optimal level and standard
- Share responsibility for successful SALT score an surveys; ensure all GSA team members are continuously trained and energized to deliver personalized authentic service standards on a daily basis
- Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of all Guest Relation personnel
- Be prepared to undertake extraordinary functions as required by Management
- Familiar with "Opera" computer system including: Reservations. Front Desk, Guest Profiles and Cashiering
- Perform any other duties and responsibilities as assigned by the Director of Operations
- To maintain a high guest service focus by approaching your job with guests always in mind and being proactive in a timely manner towards their needs and requests
- To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both guests and colleagues
- To be motivated and committed, approaching all task with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance
- To be flexible, responsible quickly and positively to changing requirements including the performance of any task requested of you
- To maintain high team focus by showing co-operation and support to colleagues in the persuit of team goals
- To contribute ideas and suggestions to enhance operational/environmental procedures in the Resort
- To actively promote the services and facilities of Conrad Maldives Rangali Island and the Conrad Hotesls and Resorts to guests and suppliers of the resort
- To Perform all duties and responsibilities in a manner that ensures your safety and that others in your workplace
- To ensure that the Conrad Brand Standards are fully implemented and demonstrated by all Members of the Team
- To fully Embrace the values of Hilton Worldwide and Conrad hotels and resorts
- To be fully familiar with the Conrad Brand Standards and the Quality Assurance Audit and to follow standards of service at all times
- To have complete understanding of the Conrad Maldives Rangali Island's Team Members Handbook and to adhere to the rules and regulations of the Resort
- To contribute positively to stay inspired by providing both guests and fellow Team members through flawless, innovative, Authentic and Personalized service, seeking to always maintain a pleasant and hassle-free working environment
- To maintain high standard of personal appearance and hygiene at all times by adhering to Conrad Maldives Rangali Island Grooming Standard
- To report to work punctually wearing the correct uniform and nametag all times
- To have a complete understanding of and adhere to the Resort's policy relating fire, hygiene, health and safety
- To take directions from and carry out any requests by management in conjunction with work
- To provide guests with friendly, efficient, accurate and polite service all times
Operations:
- To keep up-to-date with SALT (satisfaction and Loyalty Tracking) results and to see to positively influence these results by following the Conrad Brand Standards
- Constantly strive to increase guest satisfaction through quality, creativity, range and value for money throughout the resort in all facilities & services
- Develop and implements property -wide strategies that deliver products and services to met or exceed the needs and expectation of Brand's target customer and property employees and provides a return on investment
- Champions the brand's service vision for product and service delivery and ensuring alignment amongst the property leadership team
- Identifies and analyses operational challenges and facilities the development of solutions to prevent reoccurrence
- Ensure team members feedback is followed up, dealt with appropriately, and shared with the team regularly
- Ensure appropriate actions are executed to support any improvements resulting from safety, QA audits or Area support team input
- Ensure compliance with all statutory requirements and achieve Health and Safety targets and Shares best practice across the organization
People:
- Utilize an "open Door" policy to identify and address team member problems or concerns
- Foster team member commitment to providing excellent service, participating in daily briefing meetings and models desired service behaviors in all interactions with guest and team members
- Commit energy and focus in being / becoming a great member for the team and providing a Great place to Work (Heart of Hilton/ Heart of House/ Travel with Purpose) that allows team member to Thrive
- Communicates on regular basis with departments, provides them with required formal reports and build a cordial relationship direct towards a mutually beneficial on-going association
What is company looking for?
A Guest Relation Manager serving Hilton Brands is always working on behalf of Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:
- Minimum 3-5 years of experience in a similar role within Hospitality industry
- Minimum 2 years of Management or supervisory experience
- BA/BS Bachelor's Degree or Equivalent
- Proficient in computer systems, MS Office suite, Excel, Outlook, Publisher
- Proficient in Opera property management system
- Excellent leadership skills
- Exceptional communication skills
- Strong background / experience in managing a butler service operation, preferably from a luxury brand in Maldives
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