Guest Relations Supervisor

Company: Full Time IHG Hotels & Resorts Sector: Hotel, Restaurant & Hospitality
  • Location: Doha, Qatar View on Map
  • Date Posted : April 24, 2024
  • Salary: Negotiable

About the job

  • Provide upscale guest service experiences for clients throughout their stay
  • Ensure clients are properly greeted upon their arrival
  • Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
  • Coordinate luggage collection and storage
  • Oversee check-in and check-out procedures, including reservations and financial transactions
  • Promptly address guests’ requests, like in-room dining
  • Actively listen to and resolve complaints
  • Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
  • Coordinate and manage communication between guests and staff and follow up to ensure we resolve concerns
  • Inform clients of our hotel services, including breakfast and dining options
  • Promote all hotel amenities, conveniences and programs offered
  • Manage guest relations team to ensure we comply with all standards and operating procedures
  • Appraise team’s performance and produce regular reports
  • Examine daily duties, assign tasks and check on progress
  • Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
  • Recommend local tourist spots, including places to dine, shop and sight-see
  • Establish friendly relationships with regular hotel clients

RESPONSIBLE BUSINESS

  • Make all necessary decisions when assigned under the direction of the Operations Manager.
  • Liaison between Housekeeping, Engineering, Security, Front Desk, and the other departments within the hotel.
  • Follow up the grooming standards of the Team.

PEOPLE

  • Oversee work performance of new colleagues when it comes to guest relation.
  • Help train front desk staff, new hires on-the-job-trainees (On the Job Training) and cross-trainees.
  • Ensure interdepartmental communication is managed effectively.
  • Lead, motivate and develop subordinates to effectively achieve the objectives of the front office department.
  • Identify internal training needs and develop training programs or recommend necessary training program for all subordinates.

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