Guest Relation Executive

Role & responsibilities

• Monitor guest relations personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Inspects all VIP rooms prior to arrival
• Greet VIP guests personally
• Liaise with other departments and necessary outside contracts to ensure excellent service delivery
• Oversee maintenance of efficient repeat guest history system
• Promote sales initiatives and in-house facilities
• Attend to special requests of the Guests
• Develop and implement guest telephone contact systems
• Handle guest complaints and refer them as necessary, follows up on corrective action
• Compile, analyze, and control guest relations costs
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
• Prepare requisitions for amenities on a timely basis
• Appraise the appearance, discipline, and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
• Organize and conduct regular meetings for all Guest Relation staff to facilitate communications and smooth operations
• Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacations, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
• Works with Superior Human Resources on manpower planning and management needs
• Works with the Superior and Director of Finance in the preparation and management of the Departments budget