Guest Relations Manager
From the very first opening of the St. Regis New York, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. As the original house of luxury, St. Regis continues to redefine modern luxury through great service. The St. Regis Abu Dhabi merges authentic Arabian hospitality with more than a hundred years of bespoke St. Regis tradition.
Crafted for modern connoisseurs who desire exceptional experiences, The St. Regis Abu Dhabi is the social epicenter for royalty, discerning travelers and luminaries in the art of living. The hotel comprises of 283 elegantly appointed guest rooms including 55 suites, most of which boast breathtaking views of the Arabian Gulf and Abu Dhabi city, including the extraordinary Abu Dhabi Suite – the highest suspended suite in the world, connecting the two Nation Towers.
The St. Regis is part of Marriott International, a brand leader, offering the most powerful portfolio in the industry, our more than 30 leading brands and nearly 9,100 properties in 142 countries and territories give people more ways to connect, experience and expand their world. At the heart of The St. Regis, our exceptional staff whom we address as "Hosts," are the ultimate luxury ambassadors, dedicated to providing our guests with an exquisite stay and unforgettable experiences.
Pursue your passion and grow your expertise at Abu Dhabi’s best address—The St. Regis Abu Dhabi, the house of luxury who is awarded with the prestigious Forbes Travel Guide 5-Star Rating.
The Guest Relations Manager is primarily responsible ineffectively managing the operation of the Guest Relations Department in order to ensure total guest satisfaction. Oversees all aspects of colleague’s performances to ensure that high quality of engaged service are always maintained. Effectively work with other departments to ensure coordination through proper flow of communication, to achieve an impeccable result.
ESSENTIAL FUNCTIONS- Maintain and demonstrates departmental standards in accordance with St. Regis Hotels & Resorts.
- Provides a warm welcome and assist guests.
- Will provide impeccable service by proactively seeking out guests to troubleshoot problems before they occur.
- Conduct staff performance review and follow up in a timely manner. Manage trainees and staff development and goals setting through motivation training and coaching.
- Directs, coaches, supports, supervises and evaluates the performance of all Guest Relations. Be able to deal effectively with staff related issues.
- Must work closely with Reservations, Concierge, Front Desk, Butler and Housekeeping staff to coordinate the efficient handling of guest arrival & departure and follow up on guest requests.
- Work with and implement the hotel amenities program & special services for VIP, Marriott Bonvoy Elite Members, Long Stay, Honeymooners/ Anniversary & Return Guest.
- Provide consistent highly personalized concierge services to our guests and effectively managing the operation of the Guest Relations Department in order to ensure total guest satisfaction.
- Communicate with the Security and Concierge the estimated arrival times for the Top VIP guests in case they are needed to hold the elevators and have the main entrance clear.
- Handles guest problems or complaints and follow up on guest complains.
- Communicate closely with the Executive Office and Department Heads to ensure follow-up on VIP’s, Marriott Bonvoy Elite Members and long stay guest.
- Review daily arrivals to ensure proper handling of VIP, Marriott Bonvoy Elite Members and return Guests, and to escort V.I.P.’s, guest arriving in Hotel Limousine, disabled guest and return guests to their rooms.
- Must be able to check-in & check-out guest ensuring all transactions are completed in accordance with Hotel Standards.
Education
- Must have at least 2 years’ experience in the luxury hospitality industry. More experience preferred.
- Must have at least 2 years’ experience in the luxury hospitality industry. More experience preferred.
All employees must maintain a neat, clean and well-groomed appearance as per St. Regis Abu Dhabi standards .
At Marriott International, we…
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